Service Desk Analyst
Adelaide (HQ)
AU Services – CM /
Full-time /
Hybrid
Lumary is a high-growth Australian 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 in nine cities across Australia, South East Asia, and the USA
- Our customer base includes contracts with 200+ enterprise and SME disability and aged service providers
- 25k+ people use our core platform every day, supporting 100k+ care recipients
- Be part of a team solving a global issue for a highly addressable market
- International growth means more opportunities as we expand our products into the USA and beyond
You will be working in an exciting and dynamic environment, with plenty of opportunities to develop your skills and make a meaningful contribution. While our culture is relaxed, we push ourselves to build innovative products and deliver a first-rate customer experience. You will find yourself quickly growing in your career, backed by a collaborative team that is open to new ideas and encourages everyone to bring their best selves to work.
As a Customer Success Analyst/ Service Desk Analyst based in Adelaide you will drive customer success and partner effectiveness by identifying, qualifying and classifying service requests and problems. You will be required to elicit the information that is necessary to solve problems; and, facilitate collaboration and communication between Lumary, service partners, solution partners and customers.
A day in the life
- Provide a deeper dive of analysis of cases/tickets raised when it is out of the scope of the Customer Success Champion
- Facilitate collaborative analysis, prioritisation and validation of customer, service partner and solution partner requests; and dev or config work arising from escalated requests
- Document and detail tickets for Emergent work to the standards defined
- Assist the Customer Success Manager in providing support information for the prioritisation of escalated requests
- Undertake QA and testing for product development undertaken by the Emergent team
The successful candidate will have a combination of the following required skills and experience:
- Experience with Zendesk and Salesforce is highly desirable
- 2 years prior experience in a similar role
- Demonstrated experience of collaboration and stakeholder management.
- You enjoy engaging with, teaching and problem solving
- You are a fast learner with experience working in a fast-paced environment
- You are curious, inquisitive, open to learning and stepping outside of your comfort zone
Working at Lumary
We are proud of the work we are doing and the team we have built so far.
Join us and be part of a team working together to do better. From the advanced products we build to our philanthropic work, we connect with the belief that what we do every day is positively impacting the lives of our community.
If you are interested in working with us, but your experience looks a little different from what we identified, tell us why you think you are the right fit in your cover letter. We care about more than just your skills and look forward to learning about you.
At Lumary, we value diversity and believe in a culture of inclusivity, regardless of race, religion, age, gender identity, sexual orientation, physical or mental ability, or ethnicity. We are committed to building a welcoming workplace where everyone feels safe and respected.
The successful candidate will be required to undergo employment screening checks relevant to the healthcare industries we serve.
