We are looking to appoint a passionate and experienced Customer Support Specialist who loves to help people and feel like they are making a difference in peoples lives.

Reporting to the Customer Success Manager, ideally you will come from a similar position, and you are looking to carve out your next long-term career move.

About the business

Careview is Australia's leading Disability Software Platform and encompasses web and mobile applications that are used daily by over 700 organisations Australia-wide that support 130,000+ NDIS Participants.

We're passionate about providing software products that improve the way our customers deliver services to Australians that are living with disability.

We care about our people and provide great salaries as well as opportunities for career progression.

About the role

This is a full-time role from 8.30am-5pm Monday to Friday offering the successful candidate the option to work fully from home within the Wider Brisbane / Gold Coast regions.

Day to day

You will be providing effective technical support and help desk services to our Australian client base of Disability Service Providers, Plan Managers and Support Coordinators.

The responsibilities of the position include;

• Responding in a timely manner to customer support requests as they are received via our Zoho Support Desk
• Providing remote client assistance via Live Chat, Zoom, Teams or by phone
• Raising tickets in Microsoft DevOps as required, ensuring our product and engineering team have all required information to investigate the issue
• Providing status updates to customers in a timely manner whilst issues are being investigated
• Seeking assistance when needed from product support specialists
• Ensuring Zoho Tickets are closed off with all required information
• Updating knowledge base articles
• Providing feedback to the product team regarding opportunities for continual platform improvement.

Required Skills and Experience

To be successful in this role the ideal candidate will possess the following;

• Minimum of 3 years experience providing technical support for a large-scale, multi-tenant cloud-based CRM or similar
• Experience using Zoho, Slack, DevOps or similar
• Experience in dealing with internal & external high-level stakeholders/relationship management
• Exceptional problem solving ability
• Outstanding communication skills, both written and verbal
• Strong customer service skills and a commitment to excellence
• Ability to complete tasks within designated timeframes and to service SLAs
• Computer literacy across the Microsoft office suite of programs
• Unlimited Full-Working Rights in Australia
• Ability to work independently and autonomously with minimal supervision.

As part of the recruitment process, there are number of checks which may be conducted to demonstrate the applicants suitability for a role including; police/criminal background checks, due diligence checks, right to work checks and/or reference checks.