Technical Support Analyst, Product Support

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🕒 March 3

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Medical Wizard

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1993

☁️ SaaS

🤝 B2B

SaaS • B2B

Medical Wizard is a healthcare practice management software provider that helps Australian private day surgeries, hospitals, and specialist clinics go paperless. It offers a subscription-based, cloud or on-premise platform with features like appointment scheduling, patient portal, multi-procedure billing, e-claims, theatre management, automated scanning, government compliance reporting, and integrations with third-party e-health solutions. The product emphasizes customisability, industry-focused support and training, and includes AI-enabled features to streamline workflows across front-desk to recovery.

📋 Description

• Provide remote support to Australian clinics and hospitals via phone, email, and remote desktop • Troubleshoot issues related to patient registration, appointments, billing, reporting, and system integrations • Explain system functionality and solutions clearly to clinical and administrative staff who may not be technically oriented • Conduct remote training sessions including mini walkthroughs and full product demonstrations • Escalate complex issues to the appropriate team while maintaining ownership and keeping clients informed • Support Medicare, private insurance, and Australian medical billing workflows • Assist with billing configuration and reconciliation issues • Use basic SQL queries to investigate and validate data discrepancies • Support Windows Server environments including user access, permissions, and basic troubleshooting • Work with AWS services (EC2, S3, IAM, CloudWatch) at a basic operational level • Monitor and report on performance issues such as lag, downtime, or connectivity problems • Ensure compliance with Australian healthcare data privacy standards • Work closely with Engineering, DevOps, Product, and Customer Experience teams • Maintain accurate documentation of issues, configurations, and resolutions • Contribute to the internal knowledge base and ongoing process improvements

🎯 Requirements

• Fluent English - spoken and written - this is non-negotiable • Confidence and composure when speaking with Australian clients • Ability to explain technical concepts clearly to non-technical users • Strong empathy and a genuine customer-focused approach • Calm under pressure with a solution-oriented mindset • High accountability and attention to detail • Working knowledge of Windows Server administration • Basic AWS knowledge (EC2, S3, IAM, CloudWatch) • Basic SQL and database fundamentals • Understanding of networking concepts • 1+ year in technical support, SaaS support, IT systems, or healthcare IT • Experience in client-facing support roles is highly preferred • Exposure to Australian healthcare or billing systems is a distinct advantage • Preferred (Not Mandatory): AWS or Microsoft certifications, ITIL knowledge, Experience supporting medical or hospital environments

🏖️ Benefits

• Above-average salary - commensurate with your experience, skills, and qualifications • All equipment provided including PC, monitor, keyboard, mouse, and headset • Work from home - no commuting, no wasted time in traffic • Structured career growth into Senior Support, Product Specialist, or Technical Consultant pathways • Gain hands-on experience in the Australian healthcare technology industry • Exposure to cloud systems, healthcare compliance, and enterprise-grade software • Be part of a stable, long-standing Australian company with over 30 years in the industry