Customer Support Analyst

Company Description Global Health Limited (ASX: GLH) develops and markets composable software and SaaS platforms that digitally connect the healthcare ecosystem. Its portfolio supports people living with chronic, lifelong conditions such as mental health issues and diabetes across hospitals, general practice, specialists, allied health, community health, mental health, aged care, and home care settings. Key platforms include MasterCare for clinical and administrative workflows with AI-enabled automation, ReferralNet for secure, encrypted sharing of patient data, HotHealth for digital engagement and telehealth, and Lifecard for personal health record management. Together, these solutions enhance collaboration between healthcare organisations and individuals, automate workflows to improve productivity and profitability, and support more sustainable health outcomes.

Role Description The Customer Support Analyst is a full-time, role based in Melbourne, VIC, with the flexibility to work from home part of the time. In this role, the analyst provides responsive customer support to users of Global Health’s software and SaaS platforms, resolving queries and incidents via phone, email, and online channels. Day-to-day responsibilities include troubleshooting technical issues, guiding customers through product features, logging and tracking support requests, and escalating complex problems to technical teams as needed. The analyst also monitors customer feedback, contributes to knowledge base documentation, and collaborates with product and implementation teams to improve user experience and customer satisfaction. This position requires a focus on service quality, clear communication, and consistent follow-through to ensure healthcare clients can rely on Global Health’s solutions in their operations.

Qualifications

• Customer Support and Customer Service skills, with experience assisting users in a software or SaaS environment.
• Analytical Skills, including the ability to investigate issues, interpret data, and identify root causes.
• Customer Satisfaction focus, with a track record of building positive relationships and managing expectations.
• Technical Support skills, including troubleshooting application issues and working with support ticketing systems.
• Strong written and verbal communication abilities, with clear, professional interaction styles.
• Familiarity with healthcare or clinical information systems is advantageous.
• Relevant qualification in IT, health informatics, or a related field, or equivalent practical experience.