About Rosie
Rosie is owned and operated by Vitalcare, an Australian leader in personal emergency response systems. The company has been designing, manufacturing and installing emergency call systems since 1979 and today is at the forefront of ongoing research and development in retirement living, aged care and wellness solutions. www.vitalcare.com.au & www.rosie.help.

Who are our clients?
The elderly, young adults (NDIS) needing assistance, those living independently, vulnerable adults, those with cognitive impairment, people recovering from surgery or injury, those ageing in place, children and parents, friends and carers. These clients might be living at home or in a retirement village setting.

Vitalcare provides these clients personal emergency response services (PERS) by way of a personal alarm that the client wears as a necklace or watch. Using this device they can contact the Rosie operators 24-hours a day for help.

About this role
We are seeking a Technical Support Specialist for our Rosie products and services business. This role is based in Lane Cove and will be reporting to the GM-Emergency Services.

The ideal candidate must be passionate about aged care have a caring attitude, endless patience and have outstanding communication skills that allow you to establish instant rapport with the client.

You will be supporting the Rosie General Manager with day to day customer support and on-boarding activities. This includes technical and service support, administration work, onboarding activities.

This is a fantastic opportunity for someone with customer service experience who has had exposure to customer order fulfilment processes in an operational environment, and who wants to be part of a fast growing and high performing team.

Ideal Candidate
This ideal candidate would have experience with telephone support and have a bright and positive attitude. They must have endless patience for dealing with older Australians, and the ability to explain concepts in clear and simple terms. An interest in technology and aged care is essential.

Excellent written and verbal communications skills are essential, and an interest in product and process improvement is desirable.

Duties and Responsibilities
On-boarding, technical support, sales and administration support of customers on Vitalcare’s Rosie Personal Emergency Service including but not limited to:

On-boarding and technical support of Rosie Personal Emergency Response Service customers.

Field technical support achieving onboarding for villages and customers.

Sales of Rosie Personal Emergency Response Services.

Coordination and responsibility of customer order processing, working with warehouse, shipping, and billing.

Management and resolution of customer service enquiries.

Taking emergency calls from Rosie customers.

Completion of all the necessary paperwork as determined by management, including the entering of all sales and support contact with customers and sales prospects in Vitalcare’s customer relationship management (CRM) system.

Establish, develop and maintain strong positive relationships with customers and industry clients.

Maintain up to date detailed knowledge of Rosie product/solution/services. Be able to present and discuss the benefits in terms which are relevant to customers ·

Participate in projects as directed by management.

Keep abreast of best practices and industry trends.

Initiate process improvement through constructive feedback and actions.

Maintain a clean and safe workspace, and abide by work from home workplace health and safety policies and procedures.

Attend industry trade events and exhibitions.

Collaboration with all other business departments as necessary to facilitate the smooth and profitable running of the business.

Participating in departmental meetings as required.

Assist with the general administration of Vitalcare including word processing of letters and emails, answering of telephone calls, customer support and other associated clerical functions.

Qualifications and Skills:
The successful applicant should possess the following:

Tertiary qualifications (preferred, but not mandatory)

Proven work experience as a support specialist

Familiarity with CRM systems and practices, along with ability to build productive professional relationships

Experience ticketing management systems (e.g.JIRA/Freshdesk)

Demonstrable computer/IT skills and excellent knowledge of MS Office

Tech savvy attitude

Effective time management and organisational skills

Effective problem solving skills, with the ability to work across multiple functions

Empathetic, patient and understanding nature

Excellent communication skills – professional phone manner

Must be highly self-motivated and Customer-centric

Full unrestricted permanent rights to work in Australia

General understanding of business operations

Sense of humour and a positive attitude!

Equal Opportunity Employer
Vitalcare is an equal opportunity employer and is committed to the principles of equal employment opportunity for all candidates and employees. We are committed to providing a selection process and workplace free of all forms of discrimination and harassment. Our employment choices are based entirely on the job requirements without regard to race, age, sex, colour, religion or belief, family or parental status. Vitalcare does not tolerate discrimination or harassment of any kind.

How to apply
Send us your CV along with a covering letter telling us why this role is ideal for you.