Healthtech Customer Support Specialist

Healthengine; Western Australia; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid workplace

Social events & team-building

Perth office snacks and drinks

Growth opportunities

Wellness program & 24/7 EAP

Extra leave

Salary packaging options

Parental leave

Job summary

Healthengine is seeking Customer Support Consultants to ensure practices and patients stay confident in our health-tech products. You will own cases from diagnosis to resolution, addressing complex issues and PMS configuration to keep systems running smoothly.

You will educate customers on solutions, work with Product/Engineering on escalations, and contribute to ongoing improvements across support tiers. Hybrid workplace with growth opportunities and a strong focus on privacy and patient data

Qualifications

• 1–2 years in a customer service or technical support role.
• Professional, courteous verbal and written communication, including explaining technical issues in plain language.
• Demonstrated technical troubleshooting aptitude, including diagnosing complex or escalated issues.
• Experience owning cases end-to-end and collaborating with technical or product teams to resolve them.
• Able to handle sensitive and health data responsibly, in line with privacy and security obligations.
• Experience with Practice Management Systems (Bp Premier, MedicalDirector/Pracsoft, Zedmed) or the healthcare/health-tech sector.
• Familiarity with Zendesk/HubSpot, Aircall, and remote-support tooling (e.g. TeamViewer).
• Exposure to a regulated or health-data environment.
• Relevant IT or health-tech certification

Responsibilities

• Complex issue resolution – Own the complex, technical issues that reach Tier 2 and see them through to a complete, lasting resolution.
• Configuration & integration reliability – Keep practices reliably connected to Healthengine by resolving PMS configuration and integration issues.
• Resolve and educate – Explain what happened and how to avoid recurrence, with a consultative approach.
• Case ownership & escalation – Document, log data, and escalate to Product, Engineering, Finance or Customer Success when needed.
• Continuous improvement – Surface recurring issues and friction to improve products and processes across tiers.

Skills

Customer service

Technical support

Troubleshooting

Case ownership

Privacy & security

PMS knowledge

Medical software

Remote tools

Education

IT certification

Tools

Zendesk

HubSpot

Aircall

TeamViewer

Job description

Healthengine is seeking Customer Support Consultants to ensure practices and patients stay confident in our health-tech products. You will own cases from diagnosis to resolution, addressing complex issues and PMS configuration to keep systems running smoothly.

You will educate customers on solutions, work with Product/Engineering on escalations, and contribute to ongoing improvements across support tiers. Hybrid workplace with growth opportunities and a strong focus on privacy and patient data