Digital Health Support Specialist

3 weeks ago

Melbourne, Victoria, Australia Telstra Health Full time
Role Overview

At Telstra Health, we are committed to improving lives through digitally-enabled care. As a Digital Health Support Specialist, you will play a crucial role in delivering exceptional support to our clients, ensuring their technical needs are met and exceeded.

About the Role

This is a fantastic opportunity to join a leading provider of care, clinical & medication management software and IT solutions in the fast-paced Aged Care industry. You will be part of the deployment and support team responsible for implementing and maintaining the technical infrastructures that support client installations and services.

Your key responsibilities will include:

  • Providing phone, email and remote support for clients who have Level 1 support and general product queries.
  • Logging calls and liaising with various other Telstra Health team members to resolve issues.
  • Managing all incidents and requests in our call management system.
  • Following through on escalated cases, chasing for responses where required.
  • Communicating case status and progress back to the end user in a timely manner.
  • Call clients and respond to emails with appropriate and accurate solutions within the agreed service level.
  • Troubleshooting Level 1 Support issues.
  • Engage in weekly, fortnightly or monthly meetings with clients.
  • Producing documentation for client instruction.
About You

We are seeking an individual with a passion for delivering exceptional customer support. You may have recently finished your IT qualification or have some experience in providing technical customer support. You will work well in a team environment, collaborating well with colleagues and customers.

You may possess the following skills and experience:

  • Tertiary qualification in IT.
  • Experience in a Customer Service role in a Call Centre/helpdesk environment.
  • Pragmatic but detail-oriented, and ability to quickly prioritize actions.
  • Well-developed communication and interpersonal skills.
  • Experience with Case Management system.
  • Experience in technology/development environment.
Salary and Benefits

The salary range for this role is $60,000 - $80,000 per annum, depending on experience. You will also enjoy a range of benefits, including:

  • Avenues for growth and stepping into other roles.
  • 30% discount on Telstra services.
  • Free 24/7 professional and confidential support for you and your family.
  • Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more.
  • Multiple leave options, including gender-equal paid parental, family and domestic violence leave, cultural, volunteer, study leave, as well as the option to purchase additional leave.
Why Choose Telstra Health?

We are passionate about creating an inclusive and supportive environment that values diversity and promotes flexibility. We encourage individuals from all backgrounds to apply, including those caring for and living with disability. If you are looking for a challenging and rewarding role that aligns with your values and goals, we would love to hear from you.

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