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.