Role Summary:

As a Technical Support Specialist, you will serve as a vital link between our customers and platform capabilities. You will work closely with teams across customer success, product management, and engineering to ensure we deliver a seamless experience to our external stakeholders. This role involves configuring system settings, developing and testing workflows, and providing hands-on technical assistance to clients. A quick learner with an aptitude for technology, strong communication abilities, and a passion for delivering top-tier support in the health tech sector will thrive in this position.

This is a hybrid Melbourne-based role, please only apply if you are currently located in Melbourne.

This role requires Australian Citizenship as you will need to get a security clearance. Permanent residents will not be quailifed or considered.

Core Responsibilities:

• System Configuration & Testing: Tailor and refine our SaaS platform to align with customer needs. Develop and validate workflows to ensure optimal functionality and usability.
• Customer Assistance & Troubleshooting: Deliver expert technical support, addressing inquiries related to platform operation, system setup, and overall functionality. Diagnose and escalate bugs or technical anomalies as needed.
• Issue Resolution: Identify, document, and collaborate with the development team to rectify technical issues, ensuring timely and transparent communication with customers regarding progress.
• Platform Improvement: Contribute to the enhancement of workflows, system configurations, and platform features to boost user experience and customer satisfaction.
• Client Communication: Act as a primary technical liaison for customer inquiries, ensuring efficient and effective responses. Maintain strong client relationships through proactive engagement and problem resolution.
• Documentation Development: Create and maintain detailed technical documentation, including user guides, configuration manuals, and FAQs to empower customers with self-service solutions.
• Cross-functional Collaboration: Engage with internal teams (product and engineering) and external stakeholders (government agencies, vendors, and clients) to align on project objectives and deliverables.

Ideal Candidate Profile:

• Bachelor’s degree in a relevant discipline (e.g., Computer Science, Information Technology, Health Informatics) or equivalent practical experience.
• Minimum of 2 years’ experience in a technical support role, ideally within SaaS, health technology, or IT industries.
• Hands-on experience in system configuration, workflow development, and testing in a SaaS setting.
• Strong analytical and problem-solving skills with a knack for troubleshooting technical challenges.
• Exceptional verbal and written communication abilities, with the capacity to convey intricate technical concepts to non-technical users.
• Outstanding interpersonal skills and a customer-centric approach.
• Proven ability to manage multiple priorities and thrive in a dynamic, fast-paced work environment.

Preferred Qualifications:

• Experience with CRM systems, ticketing tools, or customer service platforms (e.g., HubSpot, Zendesk).
• Familiarity with issue tracking and bug resolution processes.
• Knowledge of healthcare industry workflows and compliance standards (e.g., HIPAA) is advantageous.
• Basic proficiency in programming or scripting languages (e.g., JavaScript, SQL) is a plus.

What We Offer:

• Flexible hybrid work model
• Opportunities for career advancement and professional growth
• A collaborative and inclusive workplace culture
• Competitive compensation package
• Monthly team social events
• Pet-friendly office environment!

If you’re passionate about technology and customer support and eager to make a difference in the health tech space, please apply directly.

This is a hybrid Melbourne-based role, please only apply if you are currently located in Melbourne.

This role requires Australian Citizenship as you will need to get a security clearance. Permanent residents will not be considered.