Service Desk Analyst at Lumary

Customer Success Analyst, Full-time, Adelaide (HQ) adelaide support analytics full-time
Posted a month ago

Lumary is a fast growing technology company delivering innovative solutions for the disability and aged care sector.  We create tools that support and empower service providers to deliver needed services to communities throughout Australia.
With increasing market opportunities and having secured ongoing contracts with some of the industry’s largest providers, our organisation is looking to further grow and develop its team of knowledgeable and committed employees. You will be working in an exciting start-up environment in a rewarding industry sector. 
As a Customer Success Analyst/ Service Desk Analyst 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
  • 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
  • If you are interested in applying for this position and think you meet most of the role requirements, please Apply Now and attach a copy of your CV.
    We look forward to hearing from you soon!