Customer Support Consultant

2 weeks ago

Adelaide, South Australia Harrison McMillan Full time $104,000 - $130,878 per year

Make your mark on Australia's health industry 

Harrison McMillan's client is a leader in delivering innovative software and IT solutions to the private health insurance sector, supporting a large share of the market nationwide. With a collaborative and supportive culture, they are driven by values that encourage teamwork, courage, and excellence.

The Role 

As a Customer Support Consultant, you'll provide timely, accurate technical support to users of core applications. You'll triage and resolve tickets, communicate clearly with customers, and collaborate with specialists across a 15-person team to keep services running smoothly. The role is highly process-driven with structured onboarding and ongoing guidance from the Application Support Lead.

In this role, you will:

  • Investigate, resolve, and/or escalate incidents in line with SLAs, keeping customers updated throughout.

  • Provide Level 1 service desk back-up when required and contribute to knowledge articles and documentation.

  • Support product functionality (e.g., draft user guides/release notes, contribute to training materials) and participate in user forums/workshops.

  • Work within ITSM processes (Incident, Service Request, Problem) and contribute to continuous improvement in an Agile environment.

What you bring:

  • 2+ years' customer service/technical support experience with strong written and verbal communication.

  • Sound troubleshooting skills, time management, and ownership of ticket outcomes.

  • Demonstrated ability to learn new systems and processes.

  • Ability to handle multiple streams of work and to re-prioritise as new work comes in.

  • Working knowledge of MS Office, ticketing tools/ITSM.

  • Genuine customer empathy and a process-oriented mindset.

  • Desirable: experience with MS SQL.

  • Desirable: exposure to private health insurance (e.g., claims operations) and/or basic finance concepts (general ledger).

Why this role stands out:

  • Adelaide-based, full-time with hybrid flexibility

  • Paid volunteer and wellbeing leave, plus the option to purchase additional leave

  • Salary sacrificing & novated lease arrangements

  • Access to exceptional training and development opportunities

  • Study support and internal referral programs

As part of the recruitment process, candidates will need to complete satisfactory verification checks, including but not limited to a National Police Clearance Certificate, appropriate rights to work in Australia, and reference checks.

If you're ready to apply your expertise in a role where your work directly impacts the health and wellbeing of Australians, apply today to join this forward-thinking team.

Contact Matt Till ) or for a copy of the position description or a confidential discussion.

Applications close 19/09/ pm

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