Customer Support Consultant

Ready to leave a lasting impact on Australia’s health industry?

Join HAMBS, a leading provider of software and information technology solutions to the private health insurance sector for over 30 years. Our dedicated team spans across Adelaide and Sydney, collaborating with over 60% of Australia’s private health funds, empowering them to deliver innovative and competitive services to their valued members. At HAMBS, “work” is a vibrant experience. Our culture is driven by values that define us as United, Good Humans, Brave, and Awesome.

For more information about HAMBS and to explore our current career opportunities, visit: https://jobs.swagapp.com/organisations/hamb-systems

About the Role

We are seeking a Senior Customer Support Consultant to join our Adelaide team. You will play a key role in providing timely, accurate and quality support and expert advice to users of HAMBS Applications and other HAMBS Services and Solutions. You will oversee the resolution of incidents, requests and problems throughout the information system lifecycle. Key Responsibilities

• Provide assistance and support to customers in both the implementation and day to day use of HAMBS services, including telephone support and ticket investigation and resolution.
• Engage with internal and external stakeholders in a positive manner and as required to support business processes and improvements.
• Ensure that assigned support tickets are actioned and completed as per the specification of our Service Level Agreement obligations.
• Take initiative in troubleshooting and exhibit responsibility in dealing with complex support requests.
• Prioritise and diagnose incidents and requests according to agreed procedures.
• Document and close resolved incidents and requests according to agreed procedures, including the development of reference articles added to Confluence or similar knowledge base software, for future reference.
• Provide face-to-face or virtual training by developing or using HAMBS training guides in area of expertise.
• Provide assistance and guidance where required for Product Owners and team members who are part of the Agile development environment to deliver high quality solutions.

About You

• Tertiary qualifications in IT or a related discipline (desirable), or equivalent practical experience.
• Minimum 4 years’ experience in a similar role.
• Understanding and application of MS Office Suite (intermediate to advanced proficiency) and any other programs/applications as required including but not limited to:
• Basic – proficiency in using SQL Server Management Studio and understanding and running SQL scripts.
• Advanced – proficiency in HAMBS application.  
• Experienced in quality assurance testing of software.
• Experience with supporting online/web services, mobile applications and/or software applications (desirable).
• Knowledge and experience in the Health Insurance sector (desirable).
• Strong customer service mindset with a commitment to delivering high-quality support.
• Excellent analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• High-level communication and stakeholder engagement skills.
• A proactive approach to improving systems, processes, and operational efficiency.

Employee Benefits

• Flexible working options, both onsite and remote.
• Paid volunteer and wellbeing leave, with the option to purchase additional leave.
• Salary sacrificing and novated lease options.
• Access to an online learning system and world-class internal and external training sessions.
• Study leaves and a study support program.
• Internal employee referral program.

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.

Our HR team and hiring managers kindly request no unsolicited resumes or approaches from recruitment agencies.