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
Our Support Desk Officer serves as the frontline connection for our customers, ensuring they receive outstanding assistance and guidance throughout their journey with us. You will play a vital role in resolving customer inquiries, optimising support workflows, and facilitating smooth onboarding and offboarding experiences. By building strong relationships and proactively addressing customer needs, you’ll drive satisfaction and engagement while making a meaningful impact on their overall experience.
Responsibilities:
* Customer Support: Provide frontline support via chat, phone, and email to address customer inquiries and resolve issues.
* Customer Outreach: Proactively contact customers when their practices are offline, working closely with the Halo team to resolve issues.
* Ticket Management: Handle Level 1 support tickets, including follow-ups, ensuring a swift and effective resolution.
* Workflow Development: Assist in developing and optimising chatbot systems and support workflows to enhance the customer experience.
* Technical Onboarding: Guide new customers through the initial technical onboarding steps.
* Off-boarding Support: Manage and escalate off-boarding tickets, ensuring a smooth transition for customers leaving the platform.
About you
You've been described as someone who thrives in fast-paced environments, stays calm under pressure, and has 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.
Skills you have include (but are not limited to):
* Effectively triaging and managing support tickets
* Communicating clearly and confidently with a range of stakeholders
* Applying structured problem-solving and process-driven thinking
* 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
Our Values:
* We live these values every day.
* Question the conventional
* One Team
* Trust through Transparency
* Customer-centric