Technical Support Specialist

At Lanas, we empower healthcare providers to deliver exceptional care through innovative, reliable, and secure software solutions. With a strong presence across Australia and New Zealand, we support clients operating in diverse healthcare settings, from GP practices and specialist clinics to hospitals, laboratories, allied health, insurers, and community-based organisations. We are driven by purpose and grounded in care. We believe deeply in the work we do and in the impact we have. Our commitment to our customers, partners, communities, and each other is reflected in every interaction, every product, and every partnership. We are currently looking for a Technical Support Specialist to join our Auckland team. This permanent, full-time role is ideal for someone who enjoys helping customers, solving technical problems, and building a rewarding career in technology. You'll provide frontline technical support (Tier 1) across HealthLink and Konnect Net products while delivering an exceptional customer experience. What You’ll Be Doing As a Technical Support Specialist, you'll be the first point of contact for healthcare and insurance customers requiring technical assistance. You'll investigate issues, troubleshoot software and connectivity problems, and work closely with internal teams to ensure issues are resolved efficiently and professionally. Key responsibilities include: Providing frontline technical support (Tier 1) via phone, email, web chat and ticketing systems. Diagnosing and resolving application connectivity, configuration, and healthcare messaging issues. Taking ownership of customer enquiries from initial contact through to final resolution, including escalation and coordination with internal teams where required. Keeping customers informed through regular updates and clear communication. Logging and maintaining accurate records within support systems. Assisting with customer onboarding, account setup, and deployment activities. Collaborating with Application, Product, Development, Operations, and Project teams to resolve complex issues. Identifying recurring issues and contributing to continuous improvement initiatives. Developing and maintaining strong knowledge of HealthLink and Konnect Net products. Delivering exceptional customer service while meeting service expectations and quality standards. What We’re Looking For We're looking for someone who enjoys working with people just as much as they enjoy working with technology. You’ll be naturally curious, customer-focused, and motivated to learn. Experience supporting customers in healthcare, insurance, or technology environments is highly regarded. You will bring: Previous experience in Technical Support, Help Desk, Service Desk, IT Support, or Customer Service role. Strong customer service and communication skills. Excellent problem-solving and troubleshooting abilities. Experience supporting software applications and end users. Knowledge of Microsoft Windows and Microsoft Office products. Strong attention to detail and administration skills. The ability to manage multiple priorities in a fast‑paced environment. A positive, proactive, and customer‑focused approach. Permanent work rights in New Zealand. Desirable but not essential: Experience supporting healthcare, insurance, or technology products. Knowledge of healthcare technology, messaging solutions, or integrations. Experience working in the healthcare or insurance industry. Understanding PKI certificates, encryption, or security concepts. Experience with ticketing or CRM systems. Tertiary qualifications in Information Technology, Computer Science, or a related discipline. Exposure to Mac operating systems and hardware troubleshooting. This role offers an excellent opportunity to build your technical and customer service expertise within a supportive environment. You'll gain valuable experience across healthcare and insurance technology, networking, software support, troubleshooting, and customer engagement, while developing skills that can support future career growth within Lanas and across the wider technology industry. What We Offer At Lanas, we’re proud of the people-focused culture we’ve built. When you join us, you’ll benefit from: A flexible, hybrid working environment A supportive and inclusive team culture Ongoing professional development opportunities Paid birthday leave Sick leave from Day 1 The opportunity to make a meaningful impact in the healthcare technology space #J-18808-Ljbffr