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Product and Support Specialist

2 months ago

Australia Avant Mutual Group Full time
About Avant Mutual Group

Avant Mutual Group is a leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 130 years.

We represent 85,000 health practitioners and medical students across every state and territory, delivering market-leading products and services to meet their professional, personal, and practice needs.

Our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers.

As a mutual organisation, owned by members and run purely for their benefit, our members are at the centre of all we do.

We provide products and services to our members, advocate for improvements in the healthcare system, and deliver education and research activities.

About Cgov

Cgov, part of the Avant Mutual Group, has provided quality solutions to add accountability, accessibility, and clarity to clients' processes since 2009.

We operate mainly within the healthcare sector, utilising our No-Code platform to respond quickly and efficiently to the changing demands in healthcare governance and patient safety.

We have a team of around 25 employees across our offices in Brisbane and Melbourne.

Job Description

We are seeking a dynamic and adaptable Support and Product Consultant to become an integral part of our dedicated support team.

In this role, you will be essential in enhancing the effectiveness of our SaaS solutions through a combination of technical support and customer engagement.

You will manage customer inquiries, troubleshoot problems in our No Code/Low Code platform, and provide insightful feedback to guide product improvements.

This role requires a blend of technical expertise, customer service, and interpersonal skills, allowing you to drive satisfaction, support product evolution, and contribute to overall company success.

Key Responsibilities

  • Address and resolve client support requests and issues efficiently and accurately within set Service Levels.
  • Identify the root cause of problems and provide clear, actionable solutions or guidance.
  • Ensure issues are fully resolved to the client's satisfaction and provide follow-up to confirm resolution.
  • Develop and maintain a deep understanding of the Cgov SaaS product, including its features, functionality, and common issues.
  • Use systematic approaches to diagnose and resolve technical problems efficiently.
  • Maintain accurate records of issues and resolutions in our support ticketing system to aid future troubleshooting and knowledge sharing.
  • Be responsible for generation and distribution of client support reports & maintenance of support budgets.
  • Perform quality assurance and create documentation.
  • Provide training assistance with existing customers.
  • Work collaboratively with other team members to solve complex issues and share insights into best practices for resolution.
  • Document solutions and contribute to internal knowledge bases to help improve overall support.
  • Work with the sales team to provide solution demonstrations & product advice.
  • Assist and guide build testing and prototyping activities.
  • Engage in ongoing training and self-improvement to stay updated on product updates and best practices.
  • Meet with clients regarding support usage and trends as well as new product features and offerings.
  • Assist in the roadmap of the Cgov Product and provide account management across Cgov's portfolio of clients.

Requirements

  • Bachelor's degree preferably in Business or IT or any dual degree with IT.
  • 2 to 3 years direct experience in supporting products or services in a SaaS platform, understanding customer needs and issues, and managing their resolution effectively.
  • Australian or New Zealand citizen or an Australian permanent resident.
  • Logical reasoning and problem-solving skills to find the most optimal solution for the client.
  • Self-starter willing to seek out answers and create solutions to problems.
  • Ability to work within a variety of teams while having autonomy.
  • Strong, engaging communication skills – written, verbal, and listening.
  • Good presentation and interpersonal skills.

Why Work at Avant Mutual Group

We value our people by offering an inclusive workplace with a diverse range of benefits, flexible working options, career development, and internal mobility opportunities.

Our flexible working arrangements are designed to enable genuine work-life balance.

Your development is our priority, and we have a variety of learning and development programs that will support you in your career.

We offer support to our people via Employee Assistance Program (EAP), Health and Wellbeing programs, Tertiary Education Sponsorship and Support.

We have a diverse and connected work environment where your contribution and ideas will be valued and respected and make a real difference to the lives of others.

Please note: Avant Mutual Group is a vaccinated employer. Prior to the commencement of your employment by Avant, you are required to be fully vaccinated against the Covid-19 virus or have a medical certificate stating that you cannot receive a Covid-19 vaccination for valid medical reasons.