Customer Support Consultant

Company Description

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

Customer Support Consultants keep practices and patients confident in Healthengine, making sure that when something goes wrong with our products, it's resolved completely and in a way that stops it happening again. In doing so they protect the trust and revenue our customer relationships depend on, and turn what they learn on the frontline into a stronger product. Trusted to exercise sound judgement, they own each case from diagnosis to confirmed resolution and know when to bring in specialists.

Responsibilities:

- Complex issue resolution - Own the complex, technical issues that reach Tier 2 and see them through to a complete, lasting resolution (for practices, and for patients where issues are escalated). As AI and Tier 1 absorb more of the routine demand, this becomes the core of the role.
- Configuration & integration reliability - Keep practices reliably connected to Healthengine by resolving Practice Management System (PMS) configuration and integration issues, so the systems they depend on keep working day to day.
- Resolve and educate - Resolve each issue in a way that also helps the customer (practice or patient) understand what happened and how to avoid the same or a related problem, the consultative approach that protects revenue and builds confidence. This covers the issue at hand and preventing its recurrence; broader adoption and value growth sit with Customer Success.
- Case ownership & escalation - Own each case end-to-end: document it thoroughly, gather the right logs and data, and escalate cleanly to relevant teams (i.e. Product & Engineering, Finance, Customer Success Managers) when specialists are needed, so the customer experiences one coherent outcome.
- Continuous improvement - Strengthen support over time by surfacing recurring issues, product and process friction, and knowledge gaps, and helping to close them across all tiers.

About You

You're the kind of person who takes accountability in a fast-paced, autonomous and flexible environment. Fast may be your default (like us!) but you never, ever compromise on what’s important, willing to take a steady, more informed approach when it comes to maintaining the trust of our team and customers. You handle change like a pro, and continuous improvement is a way of life. You are not afraid to speak up and share your thoughts respectfully, with the intention of making positive change. You take initiative and drive your own learning journey without waiting for someone to point you in the right direction. And ultimately, you care: about people, health and innovation.

Experience you’ll bring:

Essential

- 1–2 years in a customer service or technical support role
- Professional, courteous verbal and written communication, including explaining technical issues to customers 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

Desirable

- 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

Additional Information

The perks behind the work

Healthengine is where you’ll be your best self. You’ll collaborate with smart, interesting people who will challenge you to be better. You will learn a lot and grow even more. Healthengine is the ideal workplace to bring ideas, make change and leave a lasting impact on your team and the industry.

In addition to an array of growth opportunities, we also offer:

- A hybrid workplace that offers flexibility to balance work and life
- A vibrant social calendar of events, quarterly team-building activities and more
- Perth Office Perks: A weekly food shop keeps the kitchen stocked with plenty of snacks, treats and all kinds of beverages to help yourself to, alongside our Friday drinks trolley, table tennis and games plus a subsidised vending machine.
- Access to growth opportunities and learning resources to develop your personal and professional skills
- Workplace wellness program including 24/7 EAP access that extends to your family, fitness apps and other wellbeing resources
- Extra leave so you can rest, recharge and live well
- Discounts and salary packaging options through our benefit partner
- Support for you when it comes time to grow your family with paid parental leave

We're proud to share that Healthengine ranked 13th Best Workplace in Technology 2023 and are a certified Great Place to Work in Australia 2025/26.

Diversity and inclusion

At Healthengine, we believe in the power of a diverse work environment to fulfil our mission and better serve our providers and patients. We’ve created a culture that genuinely values diverse perspectives and backgrounds, knowing that our differences can inspire new ideas. We are fully committed to building and maintaining our inclusive environment where all voices are respected and heard. If you think you have what it takes but don't check all the boxes, reach out anyway - we’d love to hear from you.