We're looking for a Customer Support Specialist to join our team. This role suits someone who enjoys solving problems, helping customers and learning complex business systems. You'll work closely with aged care providers across Australia, helping them with software enquiries, troubleshooting issues, investigating system behaviour, and getting the most value from the Inerva platform. You'll work with our Product, Engineering and Consulting teams while building expertise across a sophisticated software suite that supports critical aged care business operations.

Key responsibilities

- Respond to customer enquiries by phone and support ticket.
- Investigate and troubleshoot software, accounting, payroll and operational issues.
- Manage customer enquiries through to resolution, with a high standard of service and communication.
- Triage incoming requests and prioritise based on impact and urgency.
- Assist customers with software configuration, reporting and system functionality.
- Document solutions, processes, knowledge base articles, FAQs and user guides.
- Work with Product and Engineering to investigate defects and identify product improvements.
- Take part in testing and validating new releases and enhancements.
- Contribute to continuous improvement that makes support faster and the customer experience better.




- Build a strong understanding of aged care business processes and industry requirements.

About you

- Full working rights in Australia
- Experience in software support, helpdesk or SaaS support
- Strong written and verbal communication, with a methodical approach to problem-solving
- Comfortable with numbers and managing multiple priorities in a fast-paced team
- Keen to learn complex software and industry-specific business processes
- Experience in bookkeeping, accounting, payroll or finance administration (desirable)
- Experience using ERP, payroll, accounting or business management software (desirable)
- Experience in aged care, health or community care (desirable)

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 operations across finance, payroll, workforce management, admissions and resident care administration. We're proud of the robust relationships we build with our customers and our reputation for responsive, high-quality support.

#J-18808-Ljbffr

📌 Customer Support Specialist (Sydney)
🏢 Inerva
📍 Sydney