Customer Support Officer

Job Title:

Industry:

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Experience:

Salary:

Immediate joiner's preferred

Role Overview:

The Customer Support Officer (Medi-Tech customer support Officer) will serve as the primary point of contact for practitioner's, patients, and internal teams, providing expert assistance and support related to health-tech products and services. This role requires excellent communication abilities to effectively resolve inquiries and issues.

Key Responsibilities:

• Respond promptly and professionally to customer enquiries via phone, email, live chat, or other communication channels.
• Provide clear guidance and technical support to healthcare providers and patients using health-tech applications or platforms.
• Assist with onboarding, training, and helping users navigate the software or solutions, ensuring seamless integration into clinical workflows.
• Log, track, and escalate issues or complaints to appropriate teams while maintaining detailed records.
• Collaborate internally with product, IT, and clinical teams to relay customer feedback and contribute to product improvements.
• Maintain confidentiality and adhere to privacy and data protection standards applicable in the Australian healthcare industry.
• Stay informed about developments and regulations in the Australian healthcare sector to better support customers.
• Participate in continuous learning to improve customer service skills and product knowledge.

Essential Skills and Qualifications:

• Excellent verbal and written communication skills with a focus on active listening, clarity, and empathy.
• Strong problem-solving abilities and patience in handling diverse customer situations.
• Proficiency with customer relationship management (CRM) tools and general computer skills.
• Ability to work collaboratively in a team and manage multiple tasks efficiently.
• Ready to work in shifts
• Having their own laptop & Internet connection.

Good to have :

• Basic knowledge of the Australian healthcare system and its regulatory environment will be an added advantage.
• Experience in customer support, preferably within healthcare, health-tech, or related sectors.

Desirable Attributes:

• Understanding of healthcare data standards and compliance requirements.
• Familiarity with ITIL processes or incident management frameworks.
• Passion for improving healthcare outcomes through technology.