Technical & Product Support Analyst

Job Description This is a remote position. About Us MedNext, part of the Medical Wizard group of companies, is a trusted Australian healthcare software company supporting specialist clinics, private hospitals, and day surgeries. With over 30 years of experience and 80+ major clients across Australia, we deliver reliable, secure, and high - performance systems that enable doctors to focus on what matters most - patient care. We are expanding our Sri Lankan operations and looking for talented Technical & Product Support Analysts who combine strong technical fundamentals with excellent English communication skills and a genuine customer-first mindset. This is a client-facing role supporting Australian healthcare professionals. You will need to communicate with confidence, clarity, and professionalism in English - both spoken and written. The Role As a Technical & Product Support Analyst, you will provide first and second-level support to our Australian clients using our Patient Management System (PMS). First-level support involves handling initial enquiries, guiding users through common workflows, and resolving straightforward issues. Second-level support involves deeper technical troubleshooting, investigating data discrepancies, and working with our engineering teams on more complex problems. You will troubleshoot technical issues, guide clinical staff through system workflows, support billing processes, and collaborate closely with our Engineering, DevOps, and Product teams. Structured training will be provided on our products before you start handling client support. Working Hours As our clients are based in Australia, this role requires working hours that overlap with Australian Eastern Standard Time (AEST). Specific shift details will be discussed during the interview process. Requirements Key Responsibilities Client & Product Support 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 Billing & Database Support 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 System & Cloud Support 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 Collaboration & Documentation 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 What We're Looking For Communication & Soft Skills (Essential) 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 Technical Skills (Basic to Intermediate) Working knowledge of Windows Server administration Basic AWS knowledge (EC2, S3, IAM, CloudWatch) Basic SQL and database fundamentals Understanding of networking concepts Experience 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 Compensation & 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 What Success Looks Like Clients feel confident, well-supported, and trust you as their go-to contact Issues are resolved efficiently with clear, professional communication Your product knowledge grows consistently within the first 3–6 months Minimal escalations due to strong troubleshooting capability Clear documentation and structured communication across all interactions If you enjoy solving problems, speaking confidently with international clients, and becoming an expert in a healthcare product that makes a real difference - we would love to hear from you. Apply now and join the MedNext team.