Customer Advocate - 6 month contract at HotDoc

Computer Software, Customer Service, Full-time, Melbourne, Victoria, Australia melbourne support full-time contract
Description
Posted 24 days ago

HotDoc’s mission is to improve the health care experience for everyone in Australia—already more than half of Australia’s GPs and 1 in 4 Australians use the platform. Our technology helps better connect patients and doctors by making interactions between both parties accessible and easy across the entire patient journey, from bookings through to post-appointment follow-ups. Now we’re going one step further, developing products aimed at proactively improving patient outcomes by encouraging patients to play a more leading role in the management of their own health.

We are looking to hire someone who genuinely cares about delivering a great customer experience.

What's in it for you?

The Customer Advocates and Support teams unique contribution to HotDoc is to provide clinics and patients with world class, low friction service for technical issues and one touch ‘How-To’ enquiries.

The efficiency and troubleshooting skills of the HotDoc Support team has since become a selling point of the product. A Customer Advocate is responsible for meeting the benchmark of the technical support that HotDoc is now known to provide, so as to continue to drive sales, trust and customer loyalty.

This will be a 6 month fixed term contract with the possibility for an extension of another 6 months.

What will you be doing?

You will work directly with all facets of our customer base, supporting the needs of our clinic users, HotDoc’s patient users and the IT teams for medium to large Enterprise accounts. You will be responsible for answering enquiries primarily via email and phone. You will proactively create and upkeep content to make sure that HotDoc customers are given the tools to succeed independently and self service where possible.

You will also collaborate with teams such as Product and wider CX, to highlight any issues that may be negatively impacting our customers, communicate any churn risks and prioritise what case needs more urgent attention.

If you'd like to find out more about the team and what we do, check out our recent blog post!

Accountabilities

  • Independently solve customer support tickets over phone/email and smartly identify when to escalate an enquiry to another team.
  • Educate and empower our customers to become better HotDoc users by being the genius behind our Support Pages and How-To guides.
  • Report bugs and user experience issues to our Product Development Team.
  • Own the customer experience and work to exceed expected targets around customer satisfaction and response time.
  • Liaise with the Product Development Team by being the voice of our customer feedback and proposing new solutions.
  • You are resilient in nature and naturally empathetic and have the ability to know when an issue is negatively affecting a customer’s experience and won’t give up until you have a resolution.

Requirements

What you must have to apply for this role

  • Technical troubleshooting skills and love diving into complex products and learning them inside out
  • Proactively solve customer support tickets over phone/email and smartly identify when to escalate an enquiry to another team.
  • Top-notch communication skills and thrive on being able to explain product “how-to’s”, as well as complex issues in a manner in which even your grandparents would understand.
  • Previous experience working in a Customer Service or Customer Support role, ideally involving an element of technical troubleshooting
  • The ability to deal with a wide variety of customers or clients, adjusting how you convey information and ideas accordingly
  • Experience cross-collaborating with other teams while working towards a common goal
  • Experience using an email-based ticketing system such as Zendesk

You’re just the person we’re looking for if you can demonstrate

  • You’re a socially conscious person who wants to be in a role that positively impacts Australian healthcare
  • Are empathetic and care about doing right by others
  • Take ownership of problems and their solutions
  • Are prepared to speak up and question the status quo
  • You’re passionate about technology, health IT and/or Saa

Benefits

How we support your Health and Wellbeing

HotDoc puts its money where its mouth is and has created a free in-house health and wellbeing program.

This is all accessible as part of our Troop program where every team member gets the know-how and support to set meaningful physical and mental wellbeing goals, and the resources to stay engaged and on track.

Troop makes health and wellbeing accessible by providing gym and fitness subsidies, 2x weekly in-house yoga sessions, health coaching and access to nutrition and exercise advice.

To support mental wellbeing we have a mindfulness & meditation program subsidy, our own in-house ‘Present’ sessions to explore ideas that enhance emotional intelligence and access to a dedicated clinical psychologist through our Employee Assistance Program.

Benefits

Now that COVID has settled down, we work a mix of at home and at our Melbourne CBD office. You’ll be invited to many events including (but not limited to) Bob Ross inspired painting sessions, sourdough masterclasses, book clubs and wine tastings. You can also expect:

  • Our kitchen is full of fresh fruit, snacks, tea and a serious coffee machine. We also have some particularly talented bakers here!
  • Your calendar is pretty full here — end-of-year parties, golf and table tennis, competitions, BBQs and a yearly Talent Show. Friday nights here are also pretty great
  • A CBD location, that makes commuting a breeze with new bike lockup and lockers, and a stroll to Southern Cross Station or Flinders Street Station
  • We have a beautiful, green and light-filled office on the Yarra River that boasts the best balcony view in Melbourne

HotDoc is a place where you can be you.

We completed a Census in 2020 which was a first for HotDoc but is the first step to transparently report on diversity data gathered annually from all employees.

It’s our goal to celebrate the diversity of the workforce we have now, and to acknowledge areas where we know we can improve.

We welcome applications of all types, and from all backgrounds. If you would like to find out more about our Census results and how we celebrate diversity, please click here.

If you think you have the skills required, please submit a cover letter and an up-to-date CV.