myPak Solutions is a leading Australian end-to-end solution for Dose Administration Aids, enabling pharmacies to deliver better medication compliance and health management. We are dedicated to helping pharmacies support patients with their compliance to medication regimes in both community and aged care facility settings.

About The Role

myPak Solutions is seeking a dynamic and detail-oriented Helpdesk and Training Support Analyst - to provide exceptional customer support for our myPak medication management platform.

In this role, you will offer frontline technical assistance via phone and email, resolving product-related issues efficiently. You will also deliver training, maintain internal support documentation, and contribute to the development of knowledge base articles. Collaboration with the product team will be key to addressing complex issues and ensuring continued product success

Key Responsibilities

• Provide efficient first-line technical support remotely via phone and email, resolving customer issues related to software products, automation, consumables, and retail support services.
• Respond promptly to customer inquiries, ensuring timely ticket resolution from inception to completion.
• Maintain response times within target service levels based on urgency and priority.
• Diagnose and troubleshoot product-related issues, collaborating with internal teams for resolution.
• Guide customers through software updates, patches, and upgrades, minimising downtime.
• Conduct onboarding sessions for new and existing customers to ensure a smooth product adoption, both remotely and on-site.
• Identify trends in support inquiries and recommend improvements to products, documentation, or processes.
• Communicate customer feedback to cross-functional teams, contributing to product and service enhancements.
  
  

Key Requirements

• 2–3+ years experience in a help desk or technical support role.
• Previous experience supporting healthcare/pharmacy environments or software support is highly desirable.
• Familiarity with help desk platforms and CRMs (e.g., Salesforce), and remote tools (e.g., ScreenConnect, LogMeIn).
• Hands-on experience with Windows administration, SQL Server, MongoDB, and cloud support.
• Exposure to SaaS environments or technical product support is a strong advantage.
• Strong problem-solving and analytical skills.
• Ability to translate technical information for non-technical users.
• Excellent verbal and written communication skills.
• Skilled in creating and maintaining clear, concise technical documentation.
• Customer-centric mindset with a commitment to high-quality service.
• Proactive approach with adaptability to shifting priorities.
• High level of integrity, ownership, and accountability.
  
  

Benefits & Perks

At MyPak, we offer more than just a job – we offer a dynamic and supportive work environment where you can make a real impact. As part of our team, you will have the opportunity to work alongside industry leaders, drive meaningful change, and grow both personally and professionally.

• Competitive salary package and incentives
• We are a values-driven business fostering a supportive and friendly team culture
• Enjoy the ability to work autonomously, empowering you to drive your own success.
• Opportunity to grow your career.
  
  

MyPak

is committed to fostering a workplace culture that is safe and accessible for all. We are an equal- opportunity employer and encourage applications regardless of cultural background, gender identity, sexual orientation, disability, or neurodiversity. We strive to build a collaborative, inclusive workplace that is representative of the communities we work and live in.