Customer Experience Representative

We are looking for a Customer Experience Representative to join our established Customer Support team at Z Software. This is a permanent full-time opportunity based in our Sydney (Surry Hills) office.

This role is ideal for someone who is a strong communicator, enjoys helping customers and solving problems, and is keen to build their skills and experience in healthcare technology.

As a Customer Experience Representative, you’ll provide frontline customer support to pharmacies using Z Software’s core on-premises software and cloud-based applications.

Working alongside an experienced support team and reporting to the Customer Support Manager, you’ll help customers resolve issues, understand product features, configure systems and get the best use from their software. Success in this role is defined by responsiveness, accountability, quality of support, accurate ticket management, strong product knowledge and the ability to deliver a positive and dependable customer experience.

Key Responsibilities

• Provide frontline support to pharmacies and facilities, resolving customer enquiries and escalating complex issues where required.
• Take ownership of customer queries and support tickets from initial contact through to resolution.
• Troubleshoot software issues and guide customers through practical solutions aligned with pharmacy workflows.
• Configure and support Z Software systems to meet the operational needs of pharmacies and facilities.
• Build and maintain strong product knowledge to provide accurate, relevant and reliable customer support.
• Document customer issues, actions and outcomes clearly and accurately within the ticketing system.
• Proactively follow up outstanding tickets and keep customers informed of progress and outcomes.
• Collaborate with team members to resolve issues, share knowledge and deliver a consistent customer experience.

You’re a reliable, customer-focused professional who takes ownership of your work and follows through to resolution.

You manage your workload proactively, communicate clearly and bring a positive, solutions-focused approach. You stay calm under pressure, act professionally and are motivated to continually build your product knowledge and capability.

You bring:

• A Customer Focus – commitment to responsive, practical and professional support.
• Ownership & Accountability – Takes responsibility and follows through to resolution.
• Reliability – Consistently manages priorities, workload and quality.
• Tech Savvy – Comfortable working with hardware and software, quick to learn new systems and confident troubleshooting technical issues.
• Product & Pharmacy Knowledge – Ability to build and apply knowledge to support customers effectively, ideally with first hand experience working within a pharmacy
• Problem Solving – Investigates issues and identifies practical solutions.
• Communication – Communicates clearly and makes technical information easy to understand.
• Attention to Detail – Works accurately and follows processes consistently.
• Collaboration – Works well with others and escalates when needed.
• Adaptability – Learns quickly and responds positively to change.

Z Software is a Sydney-based company that provides dispensing and point-of-sale software to over 1,700 pharmacies across Australia. We're known for our market-leading software and exceptional customer support, and we are committed to ensuring that pharmacies can focus on delivering the highest level of care to their customers.

As a part of Medem Group, we are at the forefront of innovation in the healthcare technology sector. We value our people and foster a collaborative and dynamic work environment where you will have the opportunity to grow.  At Medem, we focus on purpose-driven work that impacts healthcare outcomes while supporting growth and innovation.

• Competitive, market-aligned remuneration.
• Flexible working arrangements supporting work-life balance.
• Structured learning and professional development opportunities.
• Career pathways within a growing healthcare technology group.
• Practical exposure to software testing, product data and software delivery.
• A supportive and collaborative team environment.
• The opportunity to contribute to technology used by pharmacies across Australia.

Location: Our office is located in Surry Hills, NSW 2010, close to public transport, paid parking and a wide range of restaurants and cafés. Flexible working arrangements are available.

If you’re customer-focused, enjoy solving problems and are ready to build your career in healthcare technology, we’d love to hear from you!