Ready to leave a lasting impact on Australia’s health industry?

Join HAMBS, a leading provider of software and information technology solutions to the private health insurance sector for over 30 years. Our dedicated team spans across Adelaide and Sydney, collaborating with over 60% of Australia’s private health funds, empowering them to deliver innovative and competitive services to their valued members. At HAMBS, “work” is a vibrant experience. Our culture is driven by values that define us as United, Good Humans, Brave, and Awesome.

For more information about HAMBS and to explore our current career opportunities, visit: https://jobs.swagapp.com/organisations/hamb-systems

About the Role

We are seeking for a Product Support Consultant to join our Adelaide team. You will play a key role in delivering expert product support and customer service across live products and services, acting as the primary operational liaison between customers and internal delivery teams. The role owns customer communication, case progression, incident coordination, and functional analysis activities to ensure timely resolution of issues and exceptional customer outcomes.

Key Responsibilities

- Act as an escalation point for complex customer issues and service concerns.
- Lead customer communications during major incidents and high-impact service disruptions.
- Coach and support Product Support Consultants in customer engagement, case management, and stakeholder communication practices.
- Develop and maintain trusted relationships with strategic customers and key stakeholders.
- Deliver professional, responsive, and customer-focused support at all times.
- Take ownership of customer outcomes through proactive communication and follow-through.




- Lead analysis of complex cross-functional and cross-product issues.
- Provide expert guidance on business process impacts, operational risks, and customer outcomes.
- Identify opportunities for product enhancement arising from customer feedback, support trends, and operational challenges.
- Identify systemic service issues and drive improvement initiatives to reduce recurrence.
- Provide guidance on prioritisation, escalation management, and service management practices.
- Manage incidents and escalations in accordance with organisational service management practices and operational protocols.
- Influence release planning through representation of customer support and operational requirements.
- Identify supportability risks and recommend mitigation strategies prior to product deployment.
- Identify knowledge gaps and lead initiatives to improve customer self-service capability.
- Maintain support knowledge articles, known issue registers, support procedures, and customer-facing documentation.
- Partner with Product and Learning & Development teams to support the creation and maintenance of end-user training materials and guidance.

About You

- Degree in Information Technology, Business Information Systems, Health Informatics, Business, or a related discipline, or equivalent practical experience.
- 5+ years’ experience in Product Support, Application Support, Customer Success, Service Delivery, Technical Support,



or a related role.
- Extensive experience managing complex customer escalations.
- Demonstrated ability to influence service improvement outcomes.
- Experience mentoring and coaching others.
- Proven capability in stakeholder management across business and technical teams.
- Experience leading customer engagement through major incidents and service challenges.
- Experience working within ITIL-aligned support environments.
- Experience engaging with customers and stakeholders to manage communications and expectations.
- Experience within health technology, healthcare, private health insurance, or other regulated industries. (Desirable)
- Experience supporting SaaS, cloud-based, or enterprise software products. (Desirable)
- Experience contributing to release readiness and operational support planning. (Desirable)
- Understanding of customer experience and service improvement practices. (Desirable)
- Relevant industry certifications advantageous.

Employee Benefits

- Adaptable working options, both onsite and remote.
- Paid volunteer and wellbeing leave, with the option to purchase additional leave.
- Salary sacrificing and novated lease options.
- Access to an online learning system and world-class internal and external training sessions.
- Study leaves and a study support program.
- Internal employee referral program.

As part of the recruitment process, candidates will need to complete satisfactory verification checks, including but not limited to a National Police Clearance Certificate, appropriate rights to work in Australia, and reference checks.

Our HR team and hiring managers kindly request no unsolicited resumes or approaches from recruitment agencies.

📌 Product Support Consultant (Adelaide)
🏢 HAMB Systems
📍 Adelaide