Technical Support Analyst
Lumary
IT, Customer Service
Adelaide SA, Australia
Posted 6+ months ago
About Lumary
Lumary is a high-growth global healthtech company on a mission to revolutionise technology for the healthcare industry. We do this by developing solutions that support and empower service providers, working together to ensure better outcomes for people that need care. This commitment to partnership has been a key part of our success so far, and we are driven to continue evolving our products and our people so we can impact the healthcare community to thrive on a global scale.
Join Lumary and grow with us
- Well-established team working across Australia, USA & Philippines
- Servicing 200+ enterprise and SMB healthcare service providers (NDIS, aged care, allied health, ABA)
- 80k+ people using our core platform every day, supporting 500k+ care recipients via Lumary
- $6B NDIS funds processed through Lumary platform on an annual basis
- Be part of a high performing and purpose driven team solving a global issue for a highly addressable market
You will be working in an agile and start-up environment, with plenty of opportunities for you to lean in and develop your skills to make a meaningful contribution to Lumary’s mission and your career development. We push ourselves to build innovative products and deliver a first-rate customer experience to enable better outcomes for healthcare providers and their clients receiving care.
Our culture evolves with us on our scale-up journey. We focus on connection and building deep relationships with each other. We act in service of others to enable collective success and support. We think strategically and take ownership in our domains at every level. We remain positive and adaptable through change and growth.
You will find yourself quickly growing in your career, led by you and supported by us, and backed by a collaborative team that is open to new ideas and encourages everyone to bring their best selves to work.
About the Role
As a Technical Support Analyst, you will help customers to engage Lumary's products and services as intended by providing first-level service engagement for customer enquiries by:
- Identifying, qualifying and escalating issues of high impact or unknown cause
- Receiving and pulling information from customers, service partners and solution partners in order to understand their problems and requests
- Resolving customer queries effectively and efficiently
The primary accountabilities of this role include:
- Acknowledge and respond to cases/tickets raised as defined by the customer's support agreement
- Undertake initial investigation of the payroll cases/tickets to understand their requirements and identify potential solutions
- Address inbound queries by requesting information from customers, service partners and solution partners
- Qualify and escalate requests requiring further development, more complex configuration, and specialist input to appropriate team members
- Document and detail tickets for development work to be done by product development teams
- Undertake quality assurance and testing of products and features as required
- Assist the team with post-deployment activities, including performing manual steps required after releases or rate updates
This role is based in Adelaide, SA.
This role is aligned with our hybrid working model. Work from the office at Festival Tower for at least 3 days a week with your team to collaborate and connect, supplemented by working from home on occasion.
About You
- You love working with customers and genuinely care about helping them succeed (not just closing tickets)
- You genuinely listen and ask curious questions to understand root cause issues and get the right information you need
- You have an ability to investigate issues systematically and identify likely root causes
- You write clear, structured ticket notes for development teams
- You are able to stay-level headed, even in situations where customers may be frustrated or you have to act urgently
- You enjoy (and are good at) solving complex problems and communicating complex things, simply
- You pay attention to edge cases and unintended impacts
- You follow through and own issues through to appropriate resolution
- You understand release cycles, post-deployment steps, and support workflows
- You have experience providing excellent technical customer support with positive outcomes for customers and the business
- You have experience working in a B2B digital product or SaaS company
- You are experience working with ZenDesk and Salesforce is highly desirable
Lumary’s Core Values
- We ‘Lead with an open heart’ assuming positive intent and being courageous
- We ‘Start with the end in mind’ focussing on long-term impact of our actions and decisions
- We ‘Take action in uncertainty’ by proactively taking the next best step and exercising autonomy
- We ‘Enable others for our collective good’ through kindness and a team-first approach
Benefits of Working With Lumary
- Flexibility to work from home and the office - hybrid working environment if based at on office location in Adelaide, Sydney or Denver, alternatively fully remote if not employed at an office location
- Flexible start and finish times - have a routine but on the days you need to book an appointment or finish early, go for it
- Volunteer time off (3 days per year)
- Individual training and development budget ($1k)
- 24/7 access to support using the Sonder app for wellbeing, safety and medical support
- Lumary Paid Parental leave (up to 12 weeks - policy applies)
- Monthly town halls for connection and company alignment
- Monthly dedicated Social Connection days
- Quarterly employee engagement surveys (currently at 80% engagement)
- Internationally growing company working towards a purposeful vision: Empowering sustainable healthcare
Working at Lumary
We are proud of the work we are doing and the team we have built so far.
Join us and be part of a team working together to do better. From the advanced products we build to our philanthropic work, we connect with the belief that what we do every day is positively impacting the lives of our community.
At Lumary, we value diversity and believe in a culture of inclusivity, regardless of race, religion, age, gender identity, sexual orientation, physical or mental ability, or ethnicity. We are committed to building a welcoming workplace where everyone feels safe, valued and respected.
The successful candidate will be required to successfully complete and continue to hold a valid National Criminal History Check.