Application Support Specialist (Technical)

About this role

Like solving problems, excelling in customer service, and having an impact on the health of New Zealanders?

Medtech is the market-leading provider of practice management software for primary healthcare in New Zealand, and has a presenc. We enable GPs, specialists and health organisations to efficiently deliver ‘healthier care’ to their patients.

We’re on an exciting journey and we have a strong focus on developing our people. We’re working together to co-create a great culture, and looking for a customer care super star to join us in this critical role.

The Role

What you’ll do every day

• Provide level 1 technical support related to Medtech software
• Find solutions for any challenge a customer or their IT throws your way
• Escalation of problems that are not able to be resolved at first level.
• Documentation and effective distribution of information.
• Advise customers how to get the most benefit from their practice management systems
• Help retain customers by delivering exceptional care and service
• Work with a passionate team to transform Medtech’s customer service

How you’ll do it

• Effective communication with customers via phone, email and chat, to identify root-causes of their issues
• Collaborate with other Medtechians (technical, sales and finance teams) to solve problems
• Proactively keep customers up to date on the progress of their open queries
• Resolve customer issues within (or better yet in excess of) SLA standards
• Take ownership for the end-to-end lifecycle service delivery of open queries
• Bring our values to life every day

Here’s what you’ll bring

• Energy, keenness to learn, and a passion for helping customers and colleagues.
• Previous experience in a customer support role in the healthcare industry
• You'll thrive in a fast-paced KPI-driven workplace where change is an everyday thing.
• Practical knowledge of practice management systems, front and back end
• Demonstrable track record of problem solving
• A commitment and proven ability to support exceptional customer outcomes
• Strong CRM skills, and adaptability to new IT platforms
• Application support experience and/or IT education will be an added advantage

Interested? We would love to hear from you.

You must have the right to live and work in Australia to apply for this job.