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.
Responsibilities
- Investigate, resolve, and/or escalate incidents in line with SLAs, keeping customers updated throughout.
- 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 solid 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
Application process and requirements
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.
Additional information
As part of the application, candidates may be asked to provide details related to eligibility to work in Australia and relevant experience in health insurance and/or finance concepts as described above.
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📌 Customer Support Consultant
🏢 Harrison McMillan
📍 South Australia