Customer Support Consultant

Job Description

This is your opportunity to join a team of forward-thinking, change-making individuals transforming healthcare experiences. Operating at the intersection of two fast-growing industries – health and tech – you’ll play an active role in shaping the future of healthcare in Australia.

Our Mission

Healthengine is a purpose-led business, and Australia’s largest consumer healthcare platform, helping people navigate the complex world of healthcare. We’re on a mission to improve access to healthcare by helping Australians find and connect with all primary care providers. Healthengine’s platform brings together a leading range of healthcare practices, healthcare specialties and health ecosystem partners in a suite of integrated offerings to help people get a better experience across each step of their healthcare journey.

We’re all patients, right? So, it’s easy to get behind a mission that seeks to improve the healthcare experience for all Australians. 

The Gig

Our Customer Support Consultants deliver award winning 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 helpdesk/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

Additional Information

The perks behind the work

Healthengine is where you’ll be your best self. You’ll collaborate with smart, interesting people who will challenge you to be better. You will learn a lot and grow even more. Healthengine is the ideal workplace to bring ideas, make change and leave a lasting impact on your team and the industry. 

In addition to an array of growth opportunities, we also offer:

• A hybrid workplace that offers flexibility to balance work and life

• A vibrant social calendar of events, quarterly team-building activities and more

• Unlimited coffee and snacks, and a subsidised vending machine in our Perth office 

• Awesome discounts and salary packaging options through our benefit partner, Maxxia

• Access to learning resources to develop your personal and professional skills 

• Workplace wellness program, including extra leave and access to EAP and other wellbeing resources

• Extra leave so you can recharge and focus on your wellbeing 

• Support for you when it comes time to grow your family with paid parental leave

We're proud to share that Healthengine ranked 13th Best Workplace in Technology 2023 and are a certified Great Place to Work in Australia 2024.

Diversity and inclusion

At Healthengine, we believe in the power of a diverse work environment to fulfil our mission and better serve our providers and patients. We’ve created a culture that genuinely values diverse perspectives and backgrounds, knowing that our differences can inspire new ideas. We are fully committed to building and maintaining our inclusive environment where all voices are respected and heard. If you think you have what it takes but don't check all the boxes, reach out anyway - we’d love to hear from you.