Application Support Engineer

This is a fully remote position, open to applicants in Sri Lanka.

📋 Description

• Configure and sustain software platforms to fulfill both client and organizational needs.

• Establish workflows, forms, business rules, user permissions, security roles, and system configurations.

• Assist in software implementations, upgrades, and enhancement projects.

• Conduct testing and validation for configuration modifications.

• Keep precise system documentation and configuration records.

• Provide application support through various support channels.

• Investigate, troubleshoot, and resolve application-related issues.

• Collaborate with software vendors and internal teams to tackle complex technical challenges.

• Monitor support requests and ensure timely and professional resolution.

• Maintain accurate records of support activities and their outcomes.

• Deliver training programs for end users, administrators, and management teams.

• Develop user guides, training materials, and knowledge base content.

• Assist organizations in enhancing software adoption and user engagement.

• Conduct onboarding sessions and refresher training as necessary.

• Translate technical concepts into practical and user-friendly guidance.

• Work with clients to comprehend existing business processes and operational challenges.

• Identify opportunities for efficiency improvements via technology and automation.

• Propose best-practice solutions and system enhancements.

• Help organizations maximize the value of their technology investments.

• Develop expertise across various software platforms utilized within the aged care and community services sectors.

• Stay updated with industry developments, software updates, and emerging technologies.

• Engage in ongoing professional development and certification opportunities.

⛳️ Requirements

• Exceptional verbal and written communication skills, with the ability to engage confidently with stakeholders at all levels.

• Strong presentation, facilitation, and user training skills.

• Experience in configuring, administering, or supporting business applications and software platforms.

• Strong analytical thinking and problem-solving abilities, with a talent for identifying root causes and implementing effective solutions.

• Proven customer service and relationship management expertise.

• Ability to create clear documentation, user guides, knowledge articles, and process instructions.

• High attention to detail and robust organizational skills.

• Capability to manage multiple priorities and deliver results in a fast-paced environment.

• Strong computer literacy and quick adaptability to new systems and technologies.

• Desirable Skills & Experience

• Experience in aged care, disability, healthcare, community services, or not-for-profit organizations.

• Familiarity with Client Management Systems (CMS), CRM platforms, workforce management systems, or cloud-based business applications.

• Experience with platforms like AlayaCare, Carelink, Nightingale, Zoho, HubSpot, Employment Hero, or similar solutions.

• Understanding of aged care operations, Support at Home, CHSP, NDIS, or related programs.

• Experience in supporting software implementation, system upgrades, or digital transformation initiatives.

🏝️ Benefits

• 💰 Get paid in Australian Dollars

• 🏥 Medical insurance from day one for you + spouse (or parents if unmarried)

• 🩺 Generous OPD coverage from doctor visits to all your medical needs

• 🏡 Home office setup allowance to build your ideal workspace

• 🌐 Internet allowance to keep you connected

• 💪 Gym & wellness allowance to stay fit and balanced

• 🎉 Work hard, play hard – regular team events & engagement activities

• 🧠 Diji Assist – Mental health & counseling support when you need it

• 📚 We invest in you – reimbursement for industry certifications

• 🗣️ Open-door culture – your ideas and feedback always matter

• 🌍 Flexible work – home or office, wherever you do your best work

• 🏆 Rewards & recognition that actually recognize you

• 🥳 Great Christmas & financial year-end parties to unwind with your loved ones