Client Support Specialist
Xestro is an Australian healthcare software company based in Maroochydore. Our software runs the day-to-day operations of specialist medical practices across Australia.
We’re looking for someone who loves figuring things out.
The people who are most successful in our Client Support team aren't satisfied with simply finding the answer to a question. They want to understand why that's the answer, how the software works behind the scenes, and what is actually causing a problem.
They’re curious, persistent and a little bit dogged. If something doesn't make sense, they keep pulling at the thread until it does.
Combine that with a genuine desire to help people, and you have the foundations of this role.
What the role actually involves
This is a customer-facing software troubleshooting role.
Every day, you'll work directly with doctors, practice managers and administrative staff by phone and email, as well as helping deliver training sessions to Xestro users.
Customers will come to you with questions ranging from straightforward "how do I?" enquiries through to situations where the answer isn't immediately obvious.
Your job isn't just to respond. It's to investigate.
That might mean:
A patient reminder was expected to send, but didn't. You'll work through the configuration and workflow to determine why.
A practice says something "isn't working". You'll ask the right questions to establish what they were trying to do, what actually happened, and where the problem sits.
A clinic has a particular workflow they need to achieve. You'll understand what they're trying to accomplish and work out the best way to achieve it in Xestro.
A new practice manager needs help understanding the system. You'll explain not only which buttons to press, but how the different parts of Xestro fit together.
You encounter something you've never seen before. You'll investigate, test, ask questions and keep going until you understand it.
Over time, you'll develop a deep working knowledge of Xestro and use that knowledge to help our customers get the most from the software.
The kind of person we're looking for
You don't need previous healthcare or software experience. We can teach you Xestro.
What is much harder to teach is the mindset we're looking for.
You'll probably enjoy this role if:
You have a strong need to understand how and why things work, rather than simply memorising an answer.
You're naturally curious and tend to investigate things that don't make sense.
You enjoy troubleshooting and get genuine satisfaction from finally working out the cause of a difficult problem.
You're persistent. When the first explanation doesn't fit, you keep looking.
You can think logically and work through a problem step by step.
You ask good questions rather than making assumptions.
You enjoy helping people and can remain patient when someone is confused, frustrated or having a difficult day.
You're comfortable communicating directly with customers by phone and email, and presenting information in training sessions.
You can explain something complicated in a way that makes sense to someone who doesn't have your knowledge.
You take ownership of a problem and want to see it through to resolution.
Strong written and verbal communication, basic numeracy and the ability to learn new systems quickly are important.
Experience in customer service, healthcare administration, IT support, hospitality or another problem-solving role can be useful, but how you think is more important to us than the industry you've worked in before.
This probably isn't the role for you if...
You're looking for a traditional call centre role where most questions have a script or standard response.
Xestro is a large and complex platform, and becoming genuinely good at supporting it takes time. There is a significant learning curve, particularly during your first few months.
We don't expect you to know everything. We do expect you to want to know.
You'll have experienced team members around you, structured training and plenty of support, but ultimately the people who thrive here are the ones who become genuinely interested in understanding the software.
What you'll be doing
Troubleshooting software and workflow issues raised by Xestro customers
Providing direct customer support by phone and email
Delivering and assisting with customer training
Investigating issues and documenting what you've found
Developing a detailed understanding of the Xestro platform and how its different components interact
Helping new customers learn how to use Xestro effectively
Identifying recurring questions or issues and improving our internal processes and documentation
Contributing to help resources and training materials
Working with other Xestro teams when an issue requires further investigation
What we offer
Full-time, office-based role in Maroochydore
$69,160 per year + super, reviewed after probation
Structured training and close support from experienced team members
The opportunity to develop substantial expertise in a complex healthcare software platform
Varied work across troubleshooting, customer support, training, onboarding and process improvement
A team where asking questions, investigating problems and sharing what you've learnt are encouraged
If you're the person who can't leave a problem alone until you've figured out why it happened, and you genuinely enjoy helping people at the same time, we'd like to hear from you.