Software Support Specialist

Join our Software Support team in our Bundaberg Operations Hub.

If you’d like to join us on our quest, consider this exciting career opportunity now available.

Our new Support Specialist role is Part-time (20 hours per week) and is based in our Software Support team in our Bundaberg Operations Hub. The original base of Best Practice Software, and now a major operational nerve centre for the company’s operations, our Bundaberg Operations Hub is located in the regional city’s Central Business District, on the central coast of Queensland, just four hours’ drive – or a 40-minute flight – north of Brisbane.

Bundaberg is an important provincial business, government and agricultural service city. Our facilities in Bundaberg form part of one of Australia’s largest health-IT campuses and includes three modern purpose-fit buildings accommodating a busy national support centre, and a variety of software development and commercial operations.

Role Requirements:

The role will be suited to someone who meets the following role requirements:

  • Provide Tier 1 Software application support over the range of Best Practice Software (Bp) products, via a multitude of tools including remote assistance;
  • Utilises their exceptional customer service skills to exceed customer requirements;
  • Identification and communication of areas for improvement;
  • Liaise with internal & external support groups;
  • Provides ‘Incident Ownership’ from point of logging to resolution with customer focus and speed of resolution in mind;
  • Never falters on keeping customers up to date on incidents and actively manages their day to day case load without skipping a beat;
  • Provide professional advice to customers and other stakeholders on Best Practice Software products;
  • Need to participate in an ‘After Hours’ On Call roster;
  • Contribute to the enhancement of the support team via ‘Best in Class’ services and ‘Continuous Improvement opportunities.

Our Support Specialist provides Tier 1 software support services to our customers, effectively and proactively managing each case from the initial point of contact through to resolution. Our Support Specialist will utilise all the available resources, aids and tools to provide high, quality service in the management and resolution of cases.

Our Ideal Applicant:

Naturally, we’re after the best.  We believe our ideal applicant will bring the following attributes:

  • A minimum of 12 months in a ‘Customer Facing’ role, in a call centre or helpdesk environment;
  • A passionate person, that has genuine technical interest and aptitude;
  • Must have good ‘Time Management’ skills and be able to prioritise workload;
  • Understand and can provide professional, friendly and polite customer service over the phone – exceptional phone manner;
  • Strong ability to learn things quickly, especially new software and technologies;
  • Proficient communication skills;
  • Be confident in interacting with people on several different levels;
  • Experience in the Health Industry, specifically medical software – is desirable but not essential.

If you’re ready to soar to new heights, apply here. Please ensure that you complete the screening questions before submitting, as this will form part of your application.

Only people with the rights to work within Australia need apply.  

Bp’s Jessica White features on national Panel

At this week’s Health Informatics Conference, presented by the Health Informatics Society of Australia, Best Practice Software’s Jessica White was part of the Panel “You can’t ask that! – Demystifying the digital health industry”.

Emma Hossack, CEO of the Medical Software Industry Association said it was great to have Jessica on the Panel.   “The MSIA gives it thanks to Best Practice for its involvement with the HIC 2019 Panel “You Cant Ask That!” said Emma.

Lorraine Pyefinch, Secretary of MSIA and Acting COO of Best Practice said it was a great session.  “It was great to have so many of Australia’s health software industry leaders on the one panel explaining why it’s all worthwhile and having a candid discussion about the expenditure, business models, access to data, lessons learned & beauty of health software” Lorraine said.

“Jessica White, Bp’s Manager Commercial & Customer Enablement sat next to CEO of MD and Harry Nespolen President RACGP. Others included the Chair of the ADHA, Elizabeth Deveny and  Paul Naismith CEO of Fred IT. There was no Chatham House Rules and the questions were frank and fearless” Lorraine added.

“Questions posed to the panel included “MyHealth record – what’s the point? Will it ever be useful?”, “Why are the user interfaces of our clinical systems so appalling (cognitive load, difficult to navigate) – to which Dr Nespolen said he liked his Bp Premier system; and other panel members defended the industry and raised the question of more training for practitioners.

Moderator Emma Hossack CEO of MSIA (who will be doing a repeat at the Bp Premier Summit 2020, to be held in May in Brisbane), fielded questions like ‘When the MHR gets hacked, what do I tell my patients?” and “How can we educate clinicians to embrace the efficiencies of technology.”

“All in all the answers showed that, on balance, Australia is punching beyond its weight in digital health, and industry and clinicians are not looking to the government for answers. In the spirit of Best Practice, they are going their own way to make Australia’s health system best in the world” said Lorraine.

Best Practice Software evolves

When Dr Frank and Lorraine Pyefinch began Best Practice Software in Bundaberg in 2004 with a handful of team members, little did they know that it would grow to be an international medical software company with over 150 team members, developing not only General Practice software, but also Allied Health and Specialist software.

Best Practice has undertaken another step in its evolution today, with Lorraine Pyefinch becoming Acting Chief Operating Officer, as COO Craig Hodges leaves Bp to commence work in a new leadership role in public health governance, where he’ll pursue career interests in corporate and board governance, and the Queensland public primary health care sector.

Lorraine said she and Frank supported Craig’s decision and thanked him for his enormous contribution. “We really appreciate Craig’s professional expertise in helping grow the business over the past 7 years” Lorraine said. “I will be taking on the role of Acting COO in the interim while we take our time to recruit the person with the right skills, qualifications, and experience, ideally in our Bundaberg Operations Hub”.

Best Practice’s Operations Hub was purpose-built in Bundaberg in April 2013 – the most sophisticated “nerve centre” dedicated to Medical Information Technology in the nation – and grew its team into a New Zealand Operations Centre in Hamilton; a modern Support Centre in Sydney; and a Business Centre in Brisbane.

Craig Hodges has overseen major growth at Best Practice Software, which was awarded Business of the Year in May this year at the Bundaberg and Districts’ Chambers of Commerce Business Excellence Awards.

“I’m very appreciative for the opportunities provided to me at Best Practice Software, and I’m very proud of my team’s efforts in building a world-class medical technology business – with its registered office and major operations centre based here in Bundaberg”.