Customer Support Consultant at HEALTHENGINE1

This is your opportunity to join our team of forward-thinking, change-making individuals. Operating at the intersection of health and tech, you'll help us shape the future of healthcare. Our Mission Healthengine’s mission is to improve access to healthcare by helping Australians find and connect with all care providers. We strive to achieve this through Australia’s leading healthcare marketplace, bringing together over 4 million active Australians, and more than 10 thousand practitioners that are powered by our technology - and growing. 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 The Customer Support Consultant is the first point of contact for Healthengine customers, delivering high-quality technical and operational support across phone, email, and live chat channels. This role operates within a B2B/B2C healthcare environment, supporting SMB and enterprise practices as well as patients to ensure their systems are configured correctly, functioning reliably, and aligned with operational needs. Beyond reactive troubleshooting, the Customer Support Consultant takes a structured and proactive approach to resolving issues, identifying root causes, and partnering with internal teams to drive sustainable improvements across products and processes. This role operates on a scheduled roster of 7.5-hour shifts between 6:00am and 4:00pm. Responsibilities:  • Inbound Technical & Operational Support: Provide first-contact resolution for customer enquiries by diagnosing and resolving both general and advanced system and integration issues across phone, email, and live chat channels. • System Configuration & Integration Support: Assist customers with installation, configuration, data management, and integration troubleshooting to ensure accurate setup and optimal product performance. • Case Ownership & Cross-Functional Collaboration: Document cases thoroughly, gather relevant system logs and data insights, and collaborate with Product, Engineering, and internal stakeholders to resolve complex or large-scale issues. • Customer Enablement & Best-Practice Guidance: Educate customers on product functionality and best practices, supporting effective system usage and identifying opportunities to improve operational outcomes. • Continuous Improvement Contribution: Identify recurring technical challenges or workflow friction points and contribute insights that support sustainable product and process improvements. About You You are structured, solutions-focused, and comfortable operating in a professional B2B/B2C environment. You approach troubleshooting methodically, communicate clearly with customers and internal stakeholders, and take ownership of issues through to resolution. You remain composed when managing multiple interactions and understand the importance of accuracy, documentation, and follow-through. You are proactive in identifying patterns and opportunities for improvement rather than simply resolving issues in isolation. You value collaboration and are confident working cross-functionally to support broader operational goals. We’re looking for someone who possesses the following skills and experience: • 2+ years’ experience in a customer service, technical support, or helpdesk environment. • Experience in a SaaS, healthcare, or B2B technology environment is highly regarded. • Demonstrated ability to diagnose and resolve technical and integration-related issues. • Professional verbal and written communication skills suited to B2B customers. • Strong organisational skills with the ability to manage multiple cases simultaneously. • A solutions-oriented mindset with the ability to educate and guide customers effectively.