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 is expanding worldwide. 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 New Zealand to apply for this job.