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About us
Cubiko is a fast-growing health tech company on a mission to help general practices deliver better patient care. Our platform consolidates data from multiple systems into one simple dashboard, giving practices real-time insights to improve performance and outcomes.
Used by practices across Australia, Cubiko simplifies reporting, boosts efficiency, and supports better decision-making. As we grow, we're looking for people who want to make a real impact in healthcare. To learn more, check out
About the role
Ready to make a real impact in health tech? This is not an IT Support role—it's your chance to shine in a dynamic, customer-centric role at the heart of our innovative software platform As Support Desk Officer, you'll be the go-to hero for our customers, empowering general practices across Australia to transform patient care with our cutting-edge software. If you're used to thriving in the fast-paced tech/software space—especially with a knack for medical industry challenges—you'll love diving into this role. You'll build lasting relationships, tackle complex problems with creative solutions, and triage support level 1 tickets with finesse, all while driving customer success and engagement in a rapidly growing health tech environment.
Responsibilities:
- Customer Support: Deliver exceptional frontline support via chat, phone, and email, resolving customer inquiries and mastering challenges related to our software.
- Customer Outreach: Proactively reach out to customers when their practices are offline, collaborating with the Halo team to ensure seamless resolutions.
- Ticket Management: Triage and manage Level 1 support tickets with precision, ensuring swift and effective solutions that delight our users.
- Workflow Development: Contribute to building and refining chatbot systems and support workflows to elevate the customer experience to new heights.
- Technical Onboarding: Guide new customers through seamless technical onboarding, setting them up for success with our software.
- Off-boarding Support: Manage and escalate off-boarding tickets, ensuring a smooth and professional transition for customers leaving the platform.
About you
You thrive in fast-paced environments, stay calm under pressure, and have a natural talent for problem-solving. You're customer-focused, tech-savvy, and love helping others navigate change. Whether speaking with GPs, Practice Managers, or clinical teams, you bring a thoughtful, professional approach to every interaction. You excel at triaging issues, thinking creatively to find solutions, and managing support tickets with a customer-centric mindset.
Skills you have include (but are not limited to):
- Effectively triaging and managing support tickets for software-related issues
- Communicating clearly and confidently with a range of stakeholders
- Applying structured problem-solving and process-driven thinking
- Thinking outside the box to find innovative solutions
- Navigating and supporting users across platforms and tools
- Collaborating seamlessly with cross-functional teams
- Experience that's helpful (but not required):
- Experience in medical practices, billing, or clinical support
- Familiarity with the pace and complexity of healthcare environments
- Background in tech/software app support, ideally in the health tech space
Our Values:
- We live these values every day.
- Question the conventional
- One Team
- Trust through Transparency
- Customer-centric
