Software Support Specialist

About Kailo Medical:

At Kailo Medical, we build every solution on one belief: that software should improve medical imaging, generate superior results and enable medical professionals to create better outcomes for all.

We are looking for a detail-oriented, customer-focused Software Support Specialist to join the Melbourne team in our Hawthorn office.

Position Overview:

As a Software Support Specialist at Kailo Medical, you will be the first point of contact for our clients seeking assistance with our software products. You will provide technical support, troubleshoot software issues, and help clients resolve their technical problems efficiently. This role requires strong communication skills, problem-solving abilities, and a passion for delivering exceptional customer service.

Key Responsibilities:

• Provide first-line technical support to clients via phone and email for software-related issues.
• Troubleshoot and diagnose software problems, working closely with clients to understand their issues and provide effective solutions.
• Document, track, and manage customer inquiries and issues using our ticketing system.
• Collaborate with internal, development and QA teams to escalate unresolved or complex issues and provide feedback on recurring problems.
• Assist in identifying software bugs and work with the product teams to ensure timely fixes and updates.
• Create and update knowledge base articles and user guides to empower clients with self-help resources.
• Stay up-to-date with software updates, new features, and industry best practices to provide knowledgeable and accurate support.
• Deliver exceptional customer service with a focus on improving customer satisfaction.
• Participate in regular training and professional development to enhance technical and product knowledge.
• Assist and manage technical problems/incidents.
• Contribute regularly on a rotating afterhours/oncall support roster.

Experience Required:

• Bachelor's degree in Information Technology, or a related field (or equivalent work experience).
• Proven experience in a technical support role, preferably in healthcare/radiology IT environment or industry.
• Strong problem-solving skills with the ability to troubleshoot complex technical issues.
• Proficiency with cloud technologies, common operating systems (Windows, macOS, Linux) and software applications.
• Familiarity with ticketing systems and remote support tools.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• A customer-centric attitude with a focus on delivering high-quality service.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Strong organisational and time-management skills.

Preferred Skills:

• Understanding and knowledge of general computer and IT support methodologies.
• Experience with SQL, scripting, or basic programming is advantageous.
• Familiarity with Zendesk ticketing management tools.
• Familiarity with Zabbix/Grafana server monitoring tools, or similar.
• Familiarity with Physical, Virtual and Cloud servers and technologies.
• Knowledge of Healthcare/Radiology and Medical Imaging Workflows is advantageous.
• Knowledge of HL7, DICOM and FHIR is advantageous.

Why Join Us?

• Competitive salary.
• Opportunities for professional growth and advancement.
• A collaborative, inclusive work culture.
• Work with cutting-edge software and a dynamic, forward-thinking team.
• Flexible work arrangements (hybrid options available - minimum 3 office days, at the completion of probation period).

If you're passionate about technology and helping people solve problems, we'd like to hear from you

Apply today and join our dedicated support team in delivering awesome technology and outstanding service to our clients.

How to Apply:

Please submit your resume with accompanying cover letter outlining your experience, and answers to the 3 questions below to be considered for the Software Support Specialist role at Kailo Medical - Applications via Seek only accepted.

Within your cover letter, answer the following questions:

• What motivates you to work in the radiology industry, and why do you believe you're a great fit for our team and culture?
• Can you describe a time when you faced a challenge in a previous position and how you overcame it? What did you learn from that experience?
• What specific skills or experiences make you excited about this role, and how do you think they align with Kailo Medical's goals and values?

No recruitment agencies, please.