Welcome to . We build more than leading health software, we’re shaping the future of health. Backed by over 25 years of innovating in healthcare, our solutions and insights power Australia's health industry, with over 23,000 health professionals using our software platforms and 80% of Australian hospitals using our online content and information resource tools. That’s over 80 million moments of patient care supported by MedicalDirector every year.

Are you a passionate Customer Service Representative looking to take the next step in your career? Perhaps you have experience in clinic or medical administration and are looking to change your career direction? Or you have a clear passion for Technology and the Cloud! If so, Medical Director may have what you’re looking for.

In this role, you will work with the Onboarding team to provide dedicated support to our customers post go-live and prepare them for transition to BAU status with our Customer Experience team.

Requirements

In this role, you will:

Manage customers and provide Helix support post go-live in Hypercare status using Medical Director support tools for case management and tracking and working within SLA’s for response times.

Demonstrate empathy towards customers in Hypercare to provide focused support during their early stages of Go-Live and change management with Helix.

Handle calls, emails, and live chats for our Hypercare customers, prioritising their needs and delighting each one through providing best in class service.

Use your excellent time management skills to respond to multiple customers ensuring they’re successful in leveraging and loving their Helix solution.

Prepare customers for their transition to Customer Experience team through case management and enablement with navigating and using Medical Director customer support tools.

Enjoy being a strong team player as part of a fun and dynamic team environment, whilst being empowered to contribute in your own way.

Contribute to the Onboarding team’s ongoing productivity initiatives.

Be provided with training and coaching to assist you in developing your skills and career path further.

You should have:

Excellent written and verbal communication skills with the ability to articulate technical problems and solutions.

A deep care for customer support and the role it plays in making a customer-centric team successful.

Prior experience in Customer Service for a growing technology company.

The recognition that every bit of work you do makes a real difference in keeping our customers delighted.

Exposure to CSM software systems to track and manage enquires.

High degree of computer or technical literacy with practical understanding and interest of how software works.

Proficiency in using Microsoft Office

You might also have:

Experience in a technical support position with clients who require varying degrees of troubleshooting.

Exposure to and/or understanding of the healthcare industry.

Experience with Salesforce within a customer service team.

Availability to work a variety of shifts on a rotating roster between Monday - Friday, usually with shifts between 8:00am and 8:00pm on weekdays. Weekend and public holiday shifts will also be required occasionally.

Benefits

Flexible working environment

Attractive referral bonus programmes

Exciting career development opportunities with Paid Study Leave

Generous parental and annual leave schemes

Positive and collaborative culture including rewards, perks and employee engagement initiatives

As a leading health software company we take pride in building an inclusive and supportive working environment with opportunities for growth and development to help each employee reach their potential. Together, we can positively impact our customers to enable ideal healthcare!