Product and Support Consultant

About Avant
Avant is Australia’s leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 130 years.
Avant now represents 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. Building on this heritage, 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. As well as providing products and services to our member, we play a broader community role by advocating for improvements in the healthcare system and in quality, safety and professionalism in medicine, through delivering education and research activities.
**About us**:
Cgov, part of the Avant Group, has provided quality solutions to add accountability, accessibility, and clarity to client’s 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 and by joining us, you will have the ability to make long lasting change to both our business and our client’s success internationally.
Who are we looking for?
As part of your responsibilities you will manage customer inquiries, troubleshoot problems in 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 If you are passionate about creating positive user experiences and solving complex challenges, this position is an excellent fit.
As our platform is no-code, we do not require specific programming knowledge, however this knowledge may be useful.
This is a full time, permanent opportunity based in either Melbourne or Brisbane.
**This role will provide you the ability to**:

- 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 insightsinto best practices for resolution.
- Document solutions and contribute to internal knowledge bases to help improve overall support.
- Work with 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.

**About you**:
We are looking for an individual who is an innovative problem solver looking to expand their knowledge and start their career. There are a few things this role requires:

- Bachelor’s degree preferably 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
- Have 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

At Avant, our people are the centre of everything we do for our members. We offer a range of benefits and opportunities to enable you to make a difference, learn and grow in your career.
Why work at Avant?
At Avant, our people are the centre of everything we do for our members. We offer a range of benefits and opportunities to enable