Customer Experience Consultant

15 hours ago

Auckland CBD, New Zealand Medtech Global Full time
The Opportunity

Medtech is New Zealand's market-leading provider of primary health technology, supporting healthcare professionals with modern, reliable, and clinically safe digital tools. We are looking for a Customer Experience Consultant to join our Customer Experience Team and help deliver outstanding support to healthcare providers nationwide.

In this role, you'll serve as an escalation point for complex issues and provide technical troubleshooting expertise for our customers. You'll also contribute to process improvement, and documentation quality - making this a great role for someone who excels at problem-solving, and customer care.

This is a key position for someone who loves both hands-on technical work and developing the capability of those around them.

What You'll Do
  • Resolve complex, escalated, or clinically urgent support cases with accuracy and confidence
  • Troubleshoot advanced issues involving integrations, configurations, migrations, workflows, and product defects
  • Assist with queue management, surge periods, and after-hours tasks
  • Review documentation and case notes to ensure clarity, accuracy, and quality
  • Support onboarding and training for new team members
  • Contribute to improvements across processes, workflows, tools, and knowledge-base articles
  • Provide customer insights to Product and Delivery teams to support enhancements
  • Ensure compliance with privacy, security, and health & safety standards
What You'll Bring
  • Minimum 3 years' experience in customer support, health tech, IT support, or contact center environments
  • Strong technical troubleshooting skills—ideally within healthcare technology or software support
  • Experience handling escalations and resolving complex problems
  • Ability to interpret clinical workflows and understand the customer impact of system issues
  • Confidence supporting and guiding less experienced team members
  • Strong written documentation skills and attention to detail
  • Ability to work under pressure, balance competing priorities, and remain calm in urgent situations
  • Familiarity with helpdesk systems, CRMs, ticketing workflows, and multi-channel support
  • Practical knowledge of privacy and health-sector data requirements
Why Join Medtech?
  • Work for a purpose-driven organisation improving the lives of New Zealanders every day
  • Play a meaningful role in supporting healthcare professionals through modern, impactful technology
  • Be part of a supportive, collaborative culture where growth and learning are encouraged
  • Modern offices in Auckland's Wynyard Quarter
  • Family-friendly environment and wellbeing support

If you're a calm, capable problem-solver with a passion for helping people and a desire to support New Zealand's healthcare system, we'd love to hear from you.

Apply now and make a meaningful impact in Aotearoa's health tech landscape.

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