Technical Support Specialist

Location: You must be located in Victoria, Australia and be available to attend office in Vermont 3133 as required.
Must have Australian Permanent Residency. We do not offer visa sponsorship

XRHealth Australia is looking for a Technical Support Specialist to join our team in our Vermont, Victoria, Australia office. This person will provide technical guidance and support to our business and customers.    

The ideal candidate will have a strong technical background, solid analytical skills, and proven problem-solving experience. He/she will use their interpersonal skills to communicate with customers and provide a solution to their technical problems quickly and professionally.  

Job Summary: 

We are seeking a proactive and detail-oriented Technical Support professional to join our Australian team by providing technical onboarding and support for our virtual reality (VR) headsets. 

In this role, you will be responsible for managing the company's technological infrastructure, including the installation and maintenance of our VR headsets, computers, secure data wiping, monitoring of tech issues and other IT management tasks.  
 
You will provide technical support to our clinicians and patients to ensure they can use our digital services with ease. Working cross-functionally with logistics and operations, you will help drive customer success from the moment a headset ships.    

Key Responsibilities: 

• Act as product expert –  Review and respond to all software and hardware issues as reported. Evaluate the product by testing its capabilities in an on-going manner. Determine and report on system capabilities and restrictions. Evaluate the customer objective and suggest alternatives and recommendations.
• Provide customer support – Collaborate with other technical team members to provide exceptional customer service to the client. Work with programmers to explain any errors found and provide recommendations for a solution. Improve any current programs by understanding the goal and outcome. 

• Installation and configuration of VR headsets and computer equipment: Setting up new devices, installing operating systems and necessary software. We provide Meta Quest 3s VR headsets throughout the clinic. 

• Technical issue management: Diagnosing and resolving technical problems that may arise both internally and with our patients. 

• Collaboration with other departments: Working with the Au team and teams located in other geographies to ensure the best possible experience for our patients and clinicians. 

Requirements:

• Bachelor's degree in Computer Science (or the equivalent) is required
• Two years of related technical support experience
• Technically savvy with strong project management skills
• Experience troubleshooting issues and achieving solutions
• The ability to explain to a non-technical person in a way they will understand
• Technical support skills: Experience in providing technical support to end users, preferably in a healthcare or XR technology environment. 
• Customer-oriented: Ability to understand and solve customer issues quickly and efficiently. 
• Autonomy and proactivity: Ability to work independently, managing time and tasks efficiently. 
• Availability: Willingness to respond to technical emergencies outside of working hours if necessary. 

• Location: Must reside in Victoria, Australia and hold Permanent residency (PR) without requiring employer sponsorship. 

• Driver’s license: Must hold a valid driver's license as travel to our Victoria's office is required on occasion. 

We Offer: 

• Dynamic work environment: Be part of an innovative and growing company. 
• Professional development opportunities: Ongoing training in new technologies and procedures.
• Flexibility: Hybrid role working from home and occasionally attending our office in Vermont, Victoria, 3133.