Description:
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 and fun 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
Following an internal promotion, we are seeking a Customer Support Consultant to join our Adelaide team on a maximum-term contract until end of June 2026. You will provide high-quality customer service and technical support to users of the HAMBS application and services.
Reporting to the Application Support Lead, you will work closely with SMEs and other stakeholders to deliver timely support and contribute to the ongoing success of our support services.
Key Responsibilities
- Provide customer support via phone, ticketing, and troubleshooting; act as Level 1 Service Desk back-up as needed.
- Collaborate with internal and external stakeholders to improve processes.
- Maintain clear and accurate documentation.
- Manage and resolve support tickets in line with Service Level Agreement (SLA).
- Share knowledge and contribute to HAMBS’ knowledge base.
- Assist with application issue resolution and maintenance tasks.
- Escalate tickets to Level 2 support when required.
- Keep customers informed on ticket progress, meeting all SLA expectations.
- Support related ITSM processes (e.g. Problem, Change, and Configuration Management).
About You
- Tertiary qualifications in IT or a related field (desirable).
- Strong understanding of customer service principles.
- Excellent verbal and written communication skills.
- Proven ability to solve problems and deliver effective customer resolutions.
- Quick learner with the ability to adapt to new systems and skills.
- Proficient in Microsoft Office Suite.
- Experience and knowledge of the health insurance sector (desirable).
- Most importantly, you are awesome, collaborative, brave, and a good human!
Employee Benefits
- Flexible working options, both onsite and remote.
- Ability to set flexible hours according to individual needs.
- 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.