Support Desk Officer

5 days ago

Bowen Hills, Australia Cubiko Pty Ltd Full time

**The purpose of this role**:
Our Support Desk Officer serves as the frontline connection for our customers, ensuring they receive outstanding assistance and guidance throughout their journey with us. You will play a vital role in resolving customer inquiries, optimising support workflows, and facilitating smooth onboarding and offboarding experiences. By building strong relationships and proactively addressing customer needs, you’ll drive satisfaction and engagement while making a meaningful impact on their overall experience.

**Responsibilities**:

- **Customer Outreach**: Proactively contact customers when their practices are offline, working closely with the Halo team to resolve issues.
- **Ticket Management**: Handle Level 1 support tickets, including follow-ups, ensuring a swift and effective resolution.
- **Workflow Development**: Assist in developing and optimising chatbot systems and support workflows to enhance the customer experience.
- **Technical Onboarding**: Guide new customers through the initial technical onboarding steps.
- **Off-boarding Support**: Manage and escalate off-boarding tickets, ensuring a smooth transition for customers leaving the platform.

The role will expand as our team continues growing, and there will be opportunities for professional development and learning.

**What we do**:
Cubiko displays data in easy-to-understand dashboards, providing practices with a visual representation of their data alongside selected metrics and key performance indicators (KPIs).

**Our Values**:
We live these values every day.
- ** Question the conventional**: At Cubiko we don't place status on tradition or hierarchy when it comes to ideas. We all believe we have a responsibility to share our ideas, even if they differ from the norm. We’re always seeking ways to innovate and improve.
- **One Team**: All for one, and one for all We are a team that cares for and respects one another. We work in unison to deliver outstanding products, and we have fun doing it. We produce more than the sum of our parts.
- **Trust through Transparency**: Building trust through transparency We do this by being open, communicating regularly and having honest conversations - we tell it how it is. We operate fluidly, and as one team.
- **Customer-centric**: Our customers and community are at the core of what we do We’re committed to helping medical practices deliver outstanding patient care and improving patient outcomes for individuals within their communities. We achieve this through constant customer communication and feedback allowing us to develop products our customers love.

**Life at Cubiko**:

- Flexibility and work/life balance
- Personal learning & development
- Free snacks, beer, wine & coffee
- Standing desks and WFH equipment
- Dog friendly - bring your dog to work
- Monthly social events and annual retreats
- End-of-trip facilities (showers, racks, etc.)

**Diversity & Inclusion Commitment**:

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