Customer Support Agent

4 days ago

Brisbane, Queensland, Australia Vitura Health Limited Full time $60,000 - $80,000 per year

Passionate about helping people and making their healthcare journey smoother?

We're on the hunt for a hands-on Customer Support Agent to support at Candor Medical, part of the Vitura Health Group.

You'll be the first point of contact for patients and healthcare providers—helping them navigate our platform, resolve issues, and access care with confidence. From troubleshooting logins and managing orders to coordinating with pharmacies and clinical teams, you'll play a key role in keeping things running smoothly behind the scenes.

Working closely with our Clinical Support and Operations teams, you'll help ensure every interaction is professional, empathetic, and seamless—delivering support that's efficient, patient-focused, and truly makes a difference.

If you're a great communicator who thrives on helping others and finding solutions, we'd love to hear from you.

Role Summary

The Clinical Support Team plays a crucial role in providing administrative and operational assistance to patients, doctors, nurses, and pharmacies. This team ensures smooth coordination of checkups, consultations, orders, script management, and pharmacy-related issues while maintaining compliance and a high standard of patient care.

Key Accountabilities

As Customer Support Agent, you'll be responsible for:

  • Provide support to patients and healthcare providers through online chat (and occasional email or phone follow-ups)
  • Respond to queries with professionalism, empathy, and clear communication
  • Troubleshoot common issues (browser/device problems, login errors, payment issues)
  • Document support interactions clearly in the helpdesk system (e.g. Freshdesk)
  • Collaborate with internal teams if technical or clinical escalations are needed
  • Assist users in navigating the platform and understanding processes (e.g. booking consults, placing orders, checking scripts)
  • Contribute to a supportive, team-based remote work environment
Must-Haves
  • Previous experience in a customer support or helpdesk role (healthcare or tech environment a bonus)
  • Confident using modern web tools and chat-based platforms
  • Familiarity with helpdesk systems (Freshdesk, Zendesk, etc.) is helpful but not required
  • Strong written communication and a friendly, clear tone
  • Able to work independently and manage tasks with minimal supervision
  • Good judgement when handling sensitive or complex support situations
  • Basic troubleshooting skills (clearing cache, switching browsers, device testing)

Key Attributes:

  • Patient, empathetic, and genuinely enjoys helping others
  • Strong attention to detail — picks up on small issues and communicates clearly
  • Can stay calm under pressure and handle fast-paced support environments
  • Open to feedback, always looking to improve, and willing to ask questions
  • Reliable team player who's happy to jump in and support where needed

Other items required:

  • Australian working rights for at least 3 years.
  • Able to obtain a National Police Check.
Why Join Us?
  • Remote-first, flexible work: Work from anywhere in Australia.
  • Fast-growing, future-focused industry: Be part of the emerging therapeutics space.
  • Work alongside a supportive, collaborative team.
  • Part of a larger ecosystem: As part of the Vitura Health Group (including Doctors on Demand, Canview, CDA Clinics, and more), you'll be connected to a broad network of healthcare innovators.

We'd love to hear from you Apply now with your resume and cover letter to take the next step in your career with us.

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