Technical Support Analyst (Payroll )

About Lumary

Lumary is a high-growth global 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 across Australia, USA & Philippines

- Servicing 200+ enterprise and SMB healthcare service providers (NDIS, aged care, allied health, ABA)

- 80k+ people using our core platform every day, supporting 500k+ care recipients via Lumary

- $6B NDIS funds processed through Lumary platform on an annual basis

- Be part of a high performing and purpose driven team solving a global issue for a highly addressable market

You will be working in an agile and start-up environment, with plenty of opportunities for you to lean in and develop your skills to make a meaningful contribution to Lumary’s mission and your career development. We push ourselves to build innovative products and deliver a first-rate customer experience to enable better outcomes for healthcare providers and their clients receiving care.

Our culture evolves with us on our scale-up journey. We focus on connection and building deep relationships with each other. We act in service of others to enable collective success and support. We think strategically and take ownership in our domains at every level. We remain positive and adaptable through change and growth.

You will find yourself quickly growing in your career, led by you and supported by us, and backed by a collaborative team that is open to new ideas and encourages everyone to bring their best selves to work.

About the Role

As a Technical Support Analyst specialised in Payroll and based in Adelaide, you will help customers to engage Lumary's products and services as intended by providing first-level service engagement for payroll related customer enquiry; Identifying, qualifying and escalating issues of high impact or unknown cause; and resolving customer queries effectively and efficiently.

- Acknowledge and respond to cases/tickets raised as defined by the customer's support agreement

- Undertake initial investigation of the payroll cases/tickets to understand their requirements and identify potential solutions

- Address inbound queries by requesting information from customers, service partners and solution partners

- Qualify and escalate requests requiring further development, more complex configuration, and specialist input to appropriate team members

- Document and detail tickets for development work to be done by product development teams

- Undertake quality assurance and testing of products and features as required

• Prior experience providing excellent technical customer support with positive outcomes for customers and the business (3 years or more)
• Understanding of payroll system integrations with HR, benefits, and accounting platforms is mandatory
• Experience in payroll processing, payroll support, or HRIS support is mandatory
• Ability to explain payroll processes and resolve payroll-related inquiries
• Previous experience in a B2B digital product or SaaS company
• Previous experience working with ZenDesk and Salesforce is highly desirable.
• Strong understanding of payroll processes, regulations, and compliance (e.g., tax laws, labor laws).
• Experience working with payroll systems like 2cloudnine
• Familiarity with payroll cycles, deductions, benefits, and reporting.
• Ability to troubleshoot payroll system errors and perform system configurations

• We ‘Lead with an open heart’ assuming positive intent and being courageous
• We ‘Start with the end in mind’ focussing on long-term impact of our actions and decisions
• We ‘Take action in uncertainty’ by proactively taking the next best step and exercising autonomy
• We ‘Enable others for our collective good’ through kindness and a team-first approach

• Flexibility to work from home and the office - hybrid working environment if based at on office location in Adelaide, Sydney or Denver, alternatively fully remote if not employed at an office location
• Flexible start and finish times - have a routine but on the days you need to book an appointment or finish early, go for it
• Volunteer time off
• Lumary Paid Parental leave
• Monthly town halls for connection and company alignment
• Monthly dedicated Social Connection days
• Quarterly employee engagement surveys (currently at 78% engagement and trending upwards)
• 70-20-10 rule of learning adopted org-wide
• Own your personal and professional development and work with an internal coach or mentor (of your choosing) to support you on your life journey
• Internationally growing company working towards a purposeful vision: Empowering sustainable healthcare

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.

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, valued and respected.

The successful candidate will be required to successfully complete a National Criminal History Check and Working With Children Check for employment purposes.