About the role

Technical Support Analyst providing first-level support for Lumary's healthcare technology products. Identifying and resolving customer queries while assisting with product engagement and issue escalation.

Responsibilities

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
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
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

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

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**