Job Description The Gig Our Customer Support Consultants deliver exceptional support to ensure that our customers get the most out of Healthengine. To provide general and technical support and be the point of call for all inbound customer queries via phone/email/online live chat channels. This role is required to work collaboratively on a scheduled roster with 7.5 hour days between 6:00am and 4:00pm. Responsibilities: Support customers with installing and configuring software Provide support to customers by diagnosing and resolving technical issues to ensure their systems run smoothly and efficiently Help customers configure and manage their systems, including updating information and maintaining accurate data connections Ensure all Healthengine products are properly integrated and functioning for optimal performance for each customer Search for opportunities to provide value-add services to our customers When issues are unable to be resolved, utilise practice systems and Healthengine data logs to gather information in order to create a case and escalate to product team Speak with practices to obtain insight, feedback and troubleshoot large sitewide impacted issues located by Engineers Meet expected performance standards for phone, ticketing, and live chat KPIs About You You're the kind of person who takes accountability in a fast-paced, autonomous and flexible environment. Fast may be your default (like us!) but you never, ever compromise on what’s important, willing to take a steady, more informed approach when it comes to maintaining the trust of our team and customers. You handle change like a pro, and continuous improvement is a way of life. You are not afraid to speak up and share your thoughts respectfully, with the intention of making positive change. You take initiative and drive your own learning journey without waiting for someone to point you in the right direction. And ultimately, you care: about people, health and innovation. We’re looking for someone who possesses the following skills and experience: 2 years experience in a Customer Service role Background in a technical help desk/contact centre role is highly desirable Professional, courteous verbal and written communication Solutions focused and outcomes driven with an ability to teach and add value to the customer Strong organisational skills and an ability to multitask
