ABOUT HALAXY

Halaxy is a leading cloud-based health platform used by thousands of practitioners and patients in over 50 countries. Smart, progressive technology based on the SaaS company model makes healthcare efficient, effective, and accessible for patients, practitioners, and consumers. With global customers and operations, this software enables health practitioners to deliver their essential services to the community.

SKILLS KNOWLEDGE & COMPETENCIES

• Degree or accredited qualification
• Strong interpersonal and relationship management skills with the ability to motivate and influence behaviours and outcomes
• Excellent verbal, written and interpersonal skills.
• Adept at understanding, analysing, and using data metrics to drive decision making
• Agile mindset, able to deliver value in increments and helping create a culture of continuous improvement
• Highly organised with proven ability to manage multiple work-streams at once in a fast-paced environment
• High degree of initiative, resourcefulness, personal responsibility, and ownership
• Strong interpersonal skills and ability to work as part of a team

ABOUT THE ROLE

As part of the Customer Service & Operations team globally, the Service & Operations Specialist is responsible for offering technical expertise via phone and email to Halaxy customers located in over 50 countries. Based in Melbourne and reporting through to the Service & Operations Manager, this is a full-time permanent position.

RESPONSIBILITIES:

• Manage all day-to-day operations including all calls and email inquiries (including proactive escalations) as well as operations such as migrations, verifications, payments processing, sales, onboarding and other projects.
• Provides support, education and help with software issues, responds to inquiries about software (and sometimes hardware) a customer may be facing
• Solve complex software issues, test issues and liaise with the tech team to solve the issue for the customer.
• Implement and lead the ‘Service Handbook’ which encompasses the ways of working for the customer service team, ensure regular upskilling is provided for team members as well as train new members of the team.
• Oversee operational tasks such as Payments and BPAY, PRODA registrations, Medisecure registrations, profile verifications, migrations & extractions, service data clean up and chargebacks as well as other operational tasks as required