Customer Support Specialist

Role Purpose As a Customer Support Specialist at MediMap, you’ll be at the front line, delivering exceptional support to customers using our platform that supports medication management and healthcare workflows. You’ll resolve customer queries, manage support tickets, troubleshoot issues and help users get the most from our software. Working closely with internal teams, you’ll provide timely, solution‑focused support while contributing to a consistently positive customer experience. Key Responsibilities Customer Support & Issue Resolution – Deliver timely, professional support to customers by resolving queries, troubleshooting issues, providing product guidance, and escalating complex matters where required. Ticket Management & Prioritisation – Accurately log, manage and prioritise support requests, ensuring clear documentation, effective triage and seamless handover of technical issues. Product Knowledge & Customer Education – Develop strong knowledge of the MediMap platform to confidently guide users, explain features and workflows, and help customers achieve the best outcomes. Collaboration & Continuous Improvement – Work closely with Product, Development, Testing and Onboarding teams to resolve issues, share customer insights, improve support processes and contribute to knowledge resources. Customer Experience & Shift Coverage – Deliver a consistently positive customer experience while participating in a rotating roster of early, standard and late shifts to provide support across Australian and New Zealand business hours. Privacy, Security & Compliance – Handle customer information responsibly and ensure all support activities align with privacy, security and organisational policies. About You You’re a customer‑focused support professional who enjoys helping people get the most from technology. You communicate clearly, solve problems with patience and empathy, and work through issues to deliver practical, timely solutions. You’re confident with technology and can quickly learn new SaaS products. You thrive in a collaborative team environment and take pride in delivering exceptional customer service that builds trust, encourages product adoption and ultimately supports better healthcare outcomes. Key Competencies Experience working as a Customer Service professional, ideally in a SaaS environment. Experience understanding customer needs, responds with empathy and works to achieve practical, helpful outcomes. Problem‑solving skills, with experience investigating issues carefully, identifying likely causes and applying sound judgement when resolving or escalating matters. Ability to learn SaaS platform functionality, troubleshooting processes, and explaining technical information clearly. Excellent communication skills, with ability to communicate professionally and clearly with customers, team members and internal stakeholders. Ability to maintain ticket discipline accurately, complete and useful ticket records that support continuity and resolution quality. Strong collaboration skills, working constructively with peers across internal teams to support timely resolution and shared learning. Attention to detail to capture information accurately and follows agreed processes with care. Ability to handle customer and platform data responsibly, escalating concerns appropriately. Accountability, with commitment to take ownership of assigned support work and to follow through on commitments. About Us MediMap supports customers across aged care, mental health, addiction services, hospice, home and community care across NZ and Australia with cutting‑edge software solutions, paired with exceptional customer service. Our aim is to provide our customers with effective and efficient functionality through our application to manage their medication management requirements delivering effective outcomes for the people that they are caring for or are within their care. We are currently going through a process of modernising our solution by transitioning our front‑end technology and enhancing the user experience to meet the evolving needs of our customer. This is a unique and exciting opportunity to play a pivotal role in this project and contribute to meaningful product evolution. As a Medem Group brand, we’re driving meaningful changes in healthcare. By joining us, you’ll play a crucial role in supporting healthcare professionals to streamline operations and enhance care. Why Join Us? Market‑aligned remuneration package Opportunity to be part of our growth plans Professional development opportunities and career pathways Work with a great team while gaining exposure to new opportunities Location Our office is based in Middleton, Canterbury, with convenient onsite parking available. If you’re passionate about offering exceptional service and support and want to make a meaningful impact in the healthcare technology industry, we’d love to hear from you! #J-18808-Ljbffr