Business Support Specialist

Be Part of Our Client's Mission in Transforming Global Healthcare Technology

Meet our client, Abroad Source, an organization leading the revolution in the care management industry with their cutting-edge cloud-based software platform. This innovative company offers a unique opportunity to join a team dedicated to transforming the delivery of care, health, and support services worldwide. Abroad Source significantly enhances the lives of older individuals with disabilities, fostering connections with their loved ones. This role presents a chance to contribute to a mission-driven organization making a global impact.

As the Business Support Analyst of a fast-growing SaaS platform you'll use yourtroubleshooting skills to ensure the support requests of our client's stakeholders are resolved in a professionaland timely manner, while maintaining the company's reputation for quality service. In thedowntime between support requests you'll work closely with our development and consultingteams, helping to test and document new feature releases.

Key Responsibilities

• Act as the first point of contact for incoming support queries via chat and email.
  
• Follow triage steps to identify the cause of client issues, including using development tools for advanced technical troubleshooting.
  
• Log enhancement requests and bug fixes, escalating to the development team as per the escalation framework.
  
• Collaborate with the tech planning team to ensure requirements and UAT criteria for tickets are clearly documented.
  
• Provide Q&A testing and feedback on new releases.
  
• Write knowledge base articles to help clients become more self-sufficient, aligned with new releases and common support questions.
  

What Day-to-Day Looks Like

Daily & Weekly

• Monitor support channels, including the support desk, chat, and email.
  
• Create knowledge base articles for recurring support issues.
  
• Replicate and document system bugs for the development team.
  
• Beta test system releases and provide feedback to the development team.
  
• Liaise with internal teams on system functionality and process improvements.
  
• Assist with system configuration and data migration.
  

Monthly

• Attend internal or client review meetings regarding requirements.
  
• Provide feedback on recurring support issues.
  

KPIs

• Average call wait time: 1 minute.
  
• Average time to resolution: 10 minutes.
  
• First contact resolution rate: 80%.
  
• Customer satisfaction: 85%.
  
• Knowledge base usage: X articles produced per month.
  
• Analyst utilization: 80%.
  

Requirements

Your Expertise Powers Better Care

• Experience in technical support and software testing/troubleshooting, preferably for business software applications such as ERP, EHR, or CRM.
  
• Strong understanding of software concepts, enabling you to quickly resolve client queries.
  
• A degree or diploma in Computer Science, Information Technology, Management Information Systems, or equivalent work experience.
  
• Strong verbal and written communication skills in English.
  
• Proven ability to write technical documentation for both customers and internal teams.
  
• Attention to detail with excellent organizational skills.
  
• Familiarity with support desk software like Zoho Desk and Jira is an advantage.
  
• Knowledge of the Aged Care, Health Care, Disability Care, Medical, and/or Retirement Living markets in Australia.
  
• Comfortable working in an environment where business processes and tools are still being defined.
  

Benefits

Elevate Your Career, Enrich Lives

• Day 1 HMO coverage
  
• Competitive Package
  
• Permanent WFH arrangement
  
• Flexible shift schedule
  
• Standard government and Emapta benefits
  
• Unlimited opportunities for employee referral incentives across the organization
  
• Total of 20 annual leaves to be used on your own discretion
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Upskilling through Emapta Academy
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Who are we

Discover a world of possibilities at Emapta, where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for . Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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