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Silverchain is Australia's leading in-home care specialist, providing health and aged care services to 140,000 clients a year. Silverchain has been trusted by Australians to deliver care that is differentiated by quality and safety for 130 years. We provide complete in-home care services in Western Australia, South Australia, Victoria, New South Wales, Queensland and Tasmania.

The Application Support Analyst is to provide support and advice to Silver Chain users on business applications including but not limited to Comcare desktop and Comcare Mobile. This role will work alongside the Information Technologists on incident and problem resolution calls and support tickets as well as assisting in user awareness.

The role will also work with the Senior Application Support Analysts and Platform Developers to maintain feature awareness, upgrades and UAT testing.  Being part of a national team will require flexibility in working different shifts as part of a Team Roster. 

What's on offer

• Full-time permanent position Monday-Friday 76 hours per fortnight.
• Hybrid role - working from home, flexible location VIC, WA, SA or NSW
• Working for a non-profit organisation, you can salary package up to $18,500 tax free.
• Everyday discounts, including discounted vouchers for Coles, Woolworths, Amazon, Myer, The Good Guys and more.

• Comprehensive health and wellbeing resources and support.

What we're looking for

To thrive in this role, you'll need to have:

• Experience using Comcare and/or ComCare Mobile.  

• Experience in a client or customer-facing role is essential 

• Demonstrated high level customer service skills. 

• Well-developed communication (written, verbal and listening) and interpersonal skills to develop effective relationships and provide advice and support to Silverchain employees.  

• Demonstrated time management and organisational skills to effectively plan and prioritise work tasks and contribute to the Business Productivity team. 

• Demonstrated ability to work as a team to participate and contribute to tasks and projects for the business and its organisational objectives. 

• Ability to work under pressure and support multiple tasks and projects running at the same time.

The role

• Deliver high-quality customer service through professional, clear communication and a consistently helpful, positive attitude.   Involve yourself in activities that support continuous improvement. 
• Communicate effectively with customers, building rapport to enhance user satisfaction, trust, and long-term retention. 
• Provide technical support (advice, support, maintenance, configuration and troubleshooting) to customers via incoming calls (Genesys), and a ticketing system (Service Now), answering questions and resolving issues related to our software. 
• Manage and resolve customer inquiries, escalating issues when required to ensure timely and effective resolution. 
• Meet service standards, completing tasks within defined response and resolution timeframes. 
• Accurately log and maintain records of all customer interactions, issues, and actions using our Service Management System (ServiceNow). 
• Utilise multiple systems and tools to diagnose issues, support customers effectively, and continuously build product knowledge of Silverchain systems. 
• A focus on integrity of information - including the ability to critically analyse data, evaluate relevance and identify discrepancies/inconsistencies.

Why choose Silverchain

Everyone at Silverchain, from our care teams to leadership, plays a vital role in delivering Best Care. It's a team effort. Best Care is care that is safe, personal, connected and effective.

We are proudly one of the few Australian home care providers accredited in both national health and aged care standards. This means the quality of care we provide is expected to meet the same standards as a hospital or residential aged care facility.

As a not-for-profit organisation, we re-invest our funds into research and developing innovative models of care to set the industry benchmark for the provision of the best care in the home. We'll also provide you with opportunities to help you develop and grow in your career, with training and education programs to help you achieve your goals.

How to apply

To submit your application, click ‘Apply'

At Silverchain, we recognise the positive contribution that a diverse workforce makes to our organisation where individuals can be authentic, are respected and celebrated. We strongly encourage applications from Indigenous Australians, people of all ages, gender, abilities, culturally diverse and linguistic backgrounds.