Job Description

About Sandwai

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Sandwai is an award-winning Australian software company delivering industry-leading solutions for the aged care, disability and community services sectors. Our cloud-based platform supports providers across Australia, helping them deliver better care through innovative technology.

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As a fast-growing organisation, we're passionate about creating exceptional customer experiences and building software that makes a genuine difference in people's lives. We're also pride ourselves on our collaborative culture, commitment to innovation, and continuous improvement.

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Sandwai is also an ISO 27001 certified organisation.

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About the Role

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As an IT Help Desk Specialist, you'll be a valuable point of contact for our customers, helping them get the most out of the Sandwai platform.

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You'll investigate technical issues, troubleshoot software problems, and work closely with our Product, Implementation, Customer Success and Development teams to deliver exceptional customer outcomes.

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This role is perfect for someone who enjoys solving problems, learning new technologies, and building a long-term career in a growing SaaS company.

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What You'll Be Doing

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- Deliver exceptional customer support via phone and email.
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- Troubleshoot software issues and investigate customer enquiries.
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- Escalate and collaborate with Product Specialists and Software Developers to resolve complex issues.
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- Test new functionality and assist with quality assurance before software releases.
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- Create and maintain knowledge base articles, user guides and customer documentation.
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- Identify recurring issues and proactively recommend product or process improvements.
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- Build trusted relationships with customers while ensuring an outstanding support experience.
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- Continuously expand your technical knowledge across our platform, APIs and integrations.
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About You

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You're someone who enjoys helping people, has a curious mindset,



and thrives on solving technical challenges.

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Essential Skills & Experience

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- A minimum of one year as a Help Desk, Technical Support or Customer Support role.
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- Outstanding customer service and communication skills.
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- Strong analytical thinking and problem-solving ability.
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- Excellent written communication and attention to detail.
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- Ability to prioritise multiple tasks in a fast-paced setting.
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- A positive attitude and willingness to learn.
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- A clear National Police check (We will complete the check for you).
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Which skills will give me an advantage?

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While not essential, experience in any of the following will be highly regarded:

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- Supporting SaaS or cloud-based software applications.
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- Zoho Desk or Zoho CRM.
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- Experience with web development languages, SQL, CRM, or Git is not mandatory but may be an advantage.
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- Creating knowledge base articles or technical documentation.
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- Experience working within the healthcare, aged care or disability sectors.
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Don't worry if you don't tick every box, we're looking for someone with the right attitude and a passion for learning.

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Why Join Sandwai?

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At Sandwai, we believe our people are our greatest strength. We foster an environment where ideas are encouraged, achievements are recognised, and everyone has the opportunity to grow.

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When you join our team, you'll enjoy:

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- A supportive, collaborative and genuinely friendly team culture.
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- The opportunity to make a meaningful impact on Australia's aged care and disability sectors.
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- Ongoing mentoring, training and professional development.
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- Exposure to modern SaaS technologies, APIs and software integrations.
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- The opportunity to work alongside experienced Software Developers and Product Specialists while expanding your technical skillset.
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- Competitive remuneration.
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- Hybrid working arrangements that support work-life balance.
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- Modern open-plan offices in Varsity Lakes, surrounded by cafés and local amenities.
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📌 It Helpdesk (City of Gold Coast)
🏢 Sandwai
📍 City of Gold Coast