Customer Support Specialist

About the Role

MediMap is seeking a dedicated Customer Support Specialist to provide outstanding assistance to users across Australia and New Zealand. This full-time, permanent position is based at our Middleton office in Christchurch. You will be responsible for helping customers maximize the use of our medication management and healthcare workflow platform by handling queries, resolving issues, managing support tickets, and collaborating with various internal teams to ensure a seamless customer experience.

Key Responsibilities

• Provide prompt and professional support by resolving customer queries, troubleshooting problems, offering product guidance, and escalating complex issues when necessary.
• Log, manage, and prioritize support tickets accurately, ensuring detailed documentation, efficient triage, and smooth handover of technical matters.
• Gain in-depth knowledge of the MediMap platform to confidently assist users, explain features, and facilitate optimal outcomes.
• Collaborate with Product, Development, Testing, and Onboarding teams to address issues, share user feedback, enhance support procedures, and contribute to knowledge base articles.
• Maintain a positive customer experience by participating in a rotating shift schedule that covers early, standard, and late hours aligning with business hours across Australia and New Zealand.
• Handle customer data responsibly and comply with privacy, security, and organizational policies in all support activities.

Candidate Profile

• Experienced in customer service, preferably within a SaaS environment.
• Empathetic and attentive to customer needs, aiming to provide practical and helpful solutions.
• Strong problem-solving skills with the ability to analyze issues thoroughly and use sound judgment for resolution or escalation.
• Quick learner with technology aptitude to understand SaaS platforms and explain technical information clearly to users.
• Excellent verbal and written communication skills, able to interact professionally with customers and internal teams.
• Disciplined in ticket management, maintaining accurate, complete, and clear records that ensure continuity and high-quality resolution.
• Collaborative team player who works constructively with colleagues across departments to enable timely issue resolution and shared learning.
• Detail-oriented and adheres to established processes for accurate information capture.
• Responsible and ethical handling of customer and platform data, escalating concerns appropriately when needed.
• Accountable and reliable, taking ownership of assigned tasks and following through on commitments.

About MediMap

MediMap offers innovative software solutions supporting aged care, mental health, addiction services, hospice, and home and community care sectors throughout New Zealand and Australia. Our products help organizations manage medication requirements efficiently, improving outcomes for those in their care. Currently, we are modernizing our platform by upgrading front-end technologies and enhancing the user experience, presenting a unique opportunity to contribute significantly to product evolution. As part of the Medem Group, we are committed to transforming healthcare by enabling professionals to streamline their workflows and improve patient care.

Why Work With Us?

• Competitive remuneration aligned with the market.
• Chance to contribute to and grow with our expansion plans.
• Access to professional development and career advancement opportunities.
• Work alongside a collaborative team with exposure to new challenges and projects.

Additional Information

The office is located in Middleton, Canterbury, with convenient onsite parking available. This role requires participation in rotating shifts covering Australian and New Zealand business hours.

If you are passionate about delivering exceptional support and want to make a meaningful impact within healthcare technology, we encourage you to apply.