Customer / Technical Support Specialist

M3Dicine; City of Brisbane; On-site; AUD 70,000 - 90,000; Full time

Job summary

M3DICINE is seeking a Customer / Technical Support Specialist in Brisbane to engage with customers, resolve queries, and guide users through device, app and platform features. You'll develop technical content and support materials for healthcare professionals across their lifecycle.

Ideal candidates have 3+ years in customer support for medical devices, hands-on experience with Salesforce and mobile platforms, and a proactive, autonomous work style in a fast-paced startup.

Qualifications

• 3+ years of customer support experience, preferably with device users.

Responsibilities

• Supporting our customers across each phase of the customer lifecycle, from post-sale introductions, kicking-off the relationship, onboarding and training, using the hardware, app and platform through to measuring and analysing data
• Actively participating in the development and implementation of new product technical support documentation, plans and programs to ensure our customers experience amazing support
• Assisting in the provision of direct on and offline technical support
• Handling customer complaints, including receiving, logging, investigating, resolving and tracking/trending complaints in compliance with the Quality Systems and post market surveillance
• Reporting the tracking and trending of field product performance metrics for both system and assay data to enable continuous improvement
• Ensuring fact‑based scientific and analytical best practices and principles are utilised to accomplish tasks and performance (e.g., establishment and implementation of NPS)
• Providing technical assistance to sales, application specialists and marketing as required
• Working closely with our product, engineering and sales teams to make sure customers’ needs and wants are captured and communicated internally, e.g. in the form of new feature requests, bugs identification or edge cases
• Keeping your industry and technical knowledge current so that you can best support our customers and any future product launches that impact customer experience

Skills

Customer support

Communication

Cross-functional collaboration

Problem solving

Tools

Salesforce

Microsoft Office

Job description

M3DICINE is a medical device platform start-up company with the vision to be “The Heartbeat of the Planet", enabling anyone, anywhere, at anytime, to understand and benefit from clinically rich insights.

Our culture is inventive and passionate. We question traditional thinking wherever we can and apply our inventive approach to all aspects of the business. We work on projects and products that will change and save the lives of people around the world. Our customers are our partners.

Our team is comprised of a diverse range of professionals, united by our vision and commitment to our core values. We value openness, honesty, integrity and speaking our mind. We also value solution thinking and being proactive. We strive to add maximum value to everything we do.

Our employees bring their passion to work and are looking for like-minded team players, passionate about changing the world and delivering new and wonderful technologies that will change and save lives.

The Role

Due to the upcoming launch of our device, we are looking to add an enthusiastic, tech savvy Customer / Technical Support Specialist to the M3DICINE team, based out of our office in the Brisbane Technology Park (Eight Mile Plains).

In this hands‑on, technical role you will be responsible for liaising with our customers as well as other internal customer experience managers to resolve queries by recommending solutions and guiding product users through features and functionalities. You will develop documentation, correspondence and technical content to support healthcare professional at all stages of their user lifecycle and ensure an excellent customer experience.

Your responsibilities will include:

• Supporting our customers across each phase of the customer lifecycle, from post‑sale introductions, kicking‑off the relationship, onboarding and training, using the hardware, app and platform through to measuring and analysing data


• Actively participating in the development and implementation of new product technical support documentation, plans and programs to ensure our customers experience amazing support


• Assisting in the provision of direct on and offline technical support


• Handling customer complaints, including receiving, logging, investigating, resolving and tracking/trending complaints in compliance with the Quality Systems and post market surveillance


• Reporting the tracking and trending of field product performance metrics for both system and assay data to enable continuous improvement


• Ensuring fact‑based scientific and analytical best practices and principles are utilised to accomplish tasks and performance (e.g., establishment and implementation of NPS)


• Providing technical assistance to sales, application specialists and marketing as required


• Working closely with our product, engineering and sales teams to make sure customers’ needs and wants are captured and communicated internally, e.g. in the form of new feature requests, bugs identification or edge cases


• Keeping your industry and technical knowledge current so that you can best support our customers and any future product launches that impact customer experience

You

We want to hear from you if you have a strong passion for customer service, creating a superb customer journey/experience, extensive experience providing support to device users, knowledge of Salesforce and a solid understanding of iOS/Android operating systems and mobile device functionality.

You are a self‑starter, able to work autonomously while also proactively collaborating with colleagues and customers across different disciplines and time zones.

In addition, you will have:

• Demonstrated customer support experience (3+ years), including experience in supporting web‑based applications, cloud‑based services and portals


• Experience in healthcare, medical device and/or biotech industries, preferably with direct involvement in commercial operations or product launches. Technical support experience in supporting medical products is highly desired but not required


• Experienced in:
  
  
  
  • Salesforce (at least 2 years), including, but not limited, to case management, dashboard and report tracking and SLA/KPI management
  
  
  • Both iOS and Android mobile operating systems, mobile device functionality and App Store platforms
  
  
  
  


• A good understanding and familiarity with:
  
  
  
  • Web based platforms
  
  
  • Mobile hardware concepts and services like Bluetooth connectivity
  
  
  • SaaS, IOT, database and cloud concepts
  
  
  • Quality Systems and requirements for complaint handling, document control and quality control
  
  
  
  


• Excellent written communication skills and computer literacy across the Microsoft Office suite of programs


• Solid time management and organisational skills

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