Software Support & Training - Client Success Specialist

Software Support & Training – Home/Community Care Packages and/or Aged Care
 

Client Success Specialist 

Location: Brisbane, Sydney or Melbourne – opportunity for hybrid | flexible working

Information and Communication Technology

Competitive Salary

Full Time

Care Systems is a leading provider of software solutions in the Australian Aged Care, Home Care, Community Support Packages and Disability sectors.  We are proud to develop, market, deploy and support our own software solutions that enable our clients to focus on providing care to their residents and community.   Our team is located in Brisbane, Sydney and Melbourne, with our Head Office in Brisbane; however, co-workers predominantly work remotely and hybrid.  People are at the core of everything we do; our culture is collaborative and inclusive, our co-workers are a highly engaged, high performing team who love what they do and our clients and customers are the reasons we do what we do.

Reporting to the Head of Operations, you will join the Operations Team as a first level client facing Software Support and training contact for our Home/Community Care and/or Aged Care clients.  You will have the opportunity to make a positive impact on our clients, solving problems while delivering outstanding client service.

• Providing Software Support and training to our clients to ensure they are using our products effectively, diagnosing and resolving issues as they arise and advising on appropriate action/s.
• Ensuring all requests are logged and actioned as necessary, troubleshooting and solving complex client requests.
• Responding to client queries promptly, connecting over the phone and online to discuss and resolve queries regarding our software.
• Liaising with our developers and other internal stakeholders as necessary.
• Taking ownership by tracking, routing and documenting satisfactory resolution of issues.
• Identifying and highlighting recurring problems and be part of the solution.
• Escalating issues requiring urgent attention.
• Reviewing and developing both internal and external documentation including user guides, checklists etc.

• You are experienced in, and passionate about, Home/Community Care and/or Aged Care and delivery of Software Support & Training.
• You possess a good knowledge of the Australian Home Care, Community Care Packages and / or Aged Care space.
• You are a proactive self-starter who enjoys solving complex problems and finding innovative solutions.
• You have an enquiring mind and like to find opportunities to add value to our clients and their operations.

We would love to hear from you if you have:

• A minimum of two years’ experience delivering Software Support and training within the home/community care and/or aged care sectors .
• Relevant Tertiary qualifications (IT, Business or related discipline).
• Experience in a similar role supporting clients with software queries and a track record of delivering outstanding client service.
• Excellent working knowledge and experience with the following applications or similar: Microsoft Office suite, Zendesk, JIRA or similar.
• The ability to build and maintain strong relationships with clients in order to understand their unique needs.
• Excellent verbal and written communication skills.
• The ability to work and remain calm under pressure, juggling multiple requests.
• Strong attention to detail.

What we offer

As well as a competitive salary, you will be challenged and encouraged to innovate.  You will collaborate with colleagues who are committed to delivering exceptional experiences for our clients.  As we are a small organisation you will benefit from:

• Having direct access to everyone across the organisation including the key decision-makers.
• True flexibility – we recognise everyone has different needs both at work and at home and encourage our co-workers to work in a way that produces the best outcomes for their families as well as the business. Work from home or, if in Brisbane, you are welcome to work in our office.
• Real opportunities to make an impact.  Everyone’s ideas and contributions are valued and encouraged.
• All hands on-deck – this leads to self-discovery and innovation. We value everyone’s input and ideas. You will be encouraged to work with your strengths and uncover hidden talents.
• Less red tape and bureaucracy and more conversations.
• You get to learn different aspects of the business – you might be in one team, but you have the opportunity to work across the entire business. You will enjoy a dynamic environment, where you’re encouraged to learn, experiment and try new things.
• Genuine support for your personal wellbeing and professional development.
• A culture that is collaborative and inclusive.

How to Apply

If this sounds like you and you want to make a difference to the lives of our clients, please respond by sending your application letter and your CV to: Catherine Brown at:  *********@hamiltonbrownconsulting.com

Applications close: 17th March 2024.

Only applicants with the right to live and work in Australia will be considered.

Care Systems is an equal opportunity employer. We are committed to ensuring equity in recruitment, development, retention and promotion of co-workers and that no-one is disadvantaged based on their gender, cultural background, disability, sexual orientation or identity, or Aboriginal and Torres Strait Islander heritage. We encourage people from all backgrounds to apply.