About the role

We're looking for a Customer Support Specialist to join our growing team. This role is ideal for someone with bookkeeping, accounting, payroll, or ERP software experience who enjoys solving problems, helping customers, and learning complex business systems. As part of our Customer Support team, you'll work closely with aged care providers across Australia, assisting them with software enquiries, troubleshooting issues, investigating system behaviour, and helping customers get the most value from the Inerva platform.

You'll collaborate with Product, Engineering, and Consulting teams while developing expertise across a sophisticated software suite that supports critical aged care business operations.

Key responsibilities

- Respond to customer enquiries via phone and support tickets.
- Investigate and troubleshoot software, accounting, payroll, and operational issues.
- Manage customer enquiries through to resolution, ensuring a high standard of service and communication.
- Triage incoming support requests and prioritise issues appropriately based on impact and urgency.
- Assist customers with software configuration, reporting, and system functionality.
- Document solutions, processes, knowledge base articles, FAQs, and user guides.
- Collaborate with Product and Engineering teams to investigate defects and identify opportunities for product improvement.




- Participate in software testing and validation of current releases and enhancements.
- Contribute to continuous improvement initiatives that enhance support efficiency and customer experience.
- Develop a strong understanding of aged care business processes and industry requirements.

About you

Essential

- Permanent working rights in Australia
- Experience in bookkeeping, accounting, payroll, finance administration, or a related field
- Strong communication skills, both written and verbal, with a methodical approach to problem-solving
- Comfortable managing multiple priorities in a fast-paced team environment
- Willingness to learn complex software and industry-specific business processes

Desirable

- Experience in a software support, helpdesk, or SaaS support role
- Experience using ERP, payroll, accounting, or business management software
- Experience in the aged care, health, community care.

About us

Inerva Software delivers specialised ERP, payroll, workforce management, resident administration, and financial management solutions to the Australian aged care sector. Our software helps providers manage thousands of aged care places across Australia, supporting critical business operations across finance, payroll, workforce management, admissions, and resident care administration. We're proud of the strong relationships we build with our customers and our reputation for delivering responsive, high-quality support.

📌 Customer Support Specialist (Sydney)
🏢 Inerva
📍 Sydney