About the company

We are a fast-growing Australian tech company, based in the Western suburbs, providing a wide range of IT solutions across Australia in the healthcare sector.

We are expanding our support team in line with consistent customer growth to ensure the highest standards of service are maintained during the next phase of our journey.

Being in house technology, you will learn on the job with extensive specific training, but general application knowledge will be beneficial. You will have plenty of opportunity to develop your skills across a wide range of solutions.

About the role:

We are looking for a front-line Support Desk officer that can deliver outstanding customer service. We are looking for a team player with excellent communication skills that takes pride in troubleshooting and developing first rate customer experience.

You'll be supporting our whole range of in-house IT applications and solutions using the skills and knowledge you have gained from previous roles. You will be the first point of contact for customers and provide support and resolutions via phone, email and TeamViewer.

You will also be working with sales and development teams, providing customer insights and feedback, helping add value to our products.

Skills & Experience:

2 years’ experience in a similar role will be advantageous, particularly in the medical reception field.

Below are the preferred skills & experience;

Knowledge of Medical Practice Management Software, specifically Best Practice, PracSoft, Medical Director.

Remote customer service & software support via Phone, E-mail & TeamViewer

Excellent verbal and written communication

Good problem-solving abilities

About You – Personal Attributes

You will pride yourself on your ability to build relationships with people and enjoy assisting them to achieve their business outcomes, you’ll have a strong sense of customer service

You'll be patient, polite and professional in your manner and empathetic towards end users with varying technical ability

You'll have excellent written and verbal communication skills with the ability to provide clear and concise instructions and support to end users located remotely

You’ll have a high level of attention to detail and accuracy when performing tasks

You’ll have the ability to interpret requests and offer solutions

You’ll have the ability to pick up new concepts and technology quickly

Key Duties / Accountabilities

The successful applicant will report to the Support Manager and be responsible the following key duties:

Learn and administer various in-house ICT management consoles and interfaces

Be the friendly first point of contact for phone call, email and ticket requests and assist users with their problems and requests

Develop ongoing customer relationships that foster loyalty

Be solutions driven and take ownership in the successful resolution of tickets by performing analysis and troubleshooting

Ensure calls are resolved/followed up and customer expectations are managed.

Ensure strong focus is placed on responsiveness, and always interacting with clients with the highest levels of respect.

Liaise with other teams about issues and customer feedback, and provide ideas and suggestions that will help improve overall support and customer satisfaction