About the Role

This is a key customer support role within the Customer Experience team, working closely with community pharmacies and healthcare professionals across Australia. The position is responsible for providing clinical and software support for Fred IT products and services, ensuring customer enquiries and incidents are managed efficiently, accurately and professionally.

About You

Registered Pharmacist or Dispensary Technician with a strong understanding of community pharmacy workflows, processes and customer needs.

Passionate about delivering exceptional customer experiences and supporting positive outcomes for pharmacy customers.

Strong communicator who can build trusted relationships and explain complex information in a clear and professional manner.

Curious and solutions-focused, with the ability to investigate issues and identify practical resolutions.

Collaborative team player who values knowledge sharing, continuous learning and supporting others.

Well organised and able to manage competing priorities while maintaining accuracy and attention to detail.

Adaptable and resilient, with a commitment to continuous improvement and operational excellence.

What You’ll Do

Delivertimely, professional support to pharmacies using Fred IT products and services.

Provide skilled and timely support to pharmacies using Fred IT products and services.

Investigate, troubleshoot and resolve customer enquiries, incidents and service requests.

Work collaboratively with customers and internal teams to coordinate effective issue resolution.

Maintain accurate and complete customer records, including incident details, actions taken and outcomes.

Escalate complex or high-priority issues in accordance with customer service processes and procedures.





Identify recurring issues and opportunities to improve customer experience, processes and service delivery.

Contribute to a collaborative team culture through knowledge sharing, continuous learning and operational excellence.

Essential Experience Required

Current AHPRA-registered Pharmacist or qualified Dispensary Technician with community pharmacy experience.

Experience using pharmacy dispensing systems, including Fred Dispense Plus or other pharmacy software platforms.

Demonstrated experience delivering exceptional customer service and building positive customer relationships.

Strong troubleshooting and problem-solving skills with the ability to investigate issues and identify practical solutions.

Excellent written and verbal communication skills with the ability to explain clinical, technical or workflow-related information clearly.

Previous helpdesk, service desk or customer support experience in a healthcare, pharmacy or technology environment.

Experience delivering training, coaching or system support to end users.

Qualifications or experience in information technology, digital health or healthcare technology.

About Us

Fred IT, part of Telstra Health, is Australia’s largest dedicated provider of IT solutions to the pharmacy industry. We deliver end-to-end technology solutions across pharmacy and broader healthcare settings.

Learn more at www.fred.com.au.

Perks and Benefits

- Enjoy hybrid working (3 days from home, 2 in the office)
- 16 weeks paid, gender-equal parental leave with a flexible ‘do it your way’ approach
- Grow your skills with LinkedIn Learning
- Be recognised and rewarded through our Fred Star program – celebrate achievements and enjoy exclusive retail discounts, plus save up to 30% on a range of Telstra services
- Free 24/7 professional support for you and your family

#J-18808-Ljbffr

📌 Customer Helpdesk Consultant - Pharmacy IT (Yarra City)
🏢 fred
📍 Yarra City