Product Training & Support Analyst - Pharmacy Software

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

As a Product Training & Support Analyst, you will support customers using myPak Solutions as their DAA medication management platform. You’ll be the first point of contact, helping customers by phone and email to resolve product issues, provide clear guidance, and deliver training across myPak applications and semi-automation solutions.

We’re seeking a friendly, practical problem-solver with strong communication skills and a genuine commitment to delivering exceptional customer service. This is a hybrid opportunity - 3 days in the office (Parramatta) and 2 days WFH.

Key Responsibilities

• Provide timely first-line technical support via phone and email, resolving software, automation, consumables and retailing issues, managing tickets end-to-end, and meeting response time targets.
• Remotely install software and support updates, patches and upgrades, troubleshooting issues, and escalating where required to minimise customer downtime.
• Deliver engaging onboarding and ongoing product training to new and existing customers, remotely or on-site, and share customer feedback to support continuous improvement.
• Maintain clear and accurate support documentation and customer records across various systems, including Salesforce, Outlook, and MS Teams, as well as update the knowledge base.
• Process customer consumables orders, review customer usage, make recommendations, and maintain strong knowledge of products, upgrades, and industry best practice.

Key Requirements

• 2–3+ years of experience in a helpdesk or support environment, confidently supporting non-technical users and managing requests end-to-end within agreed timeframes.
• Previous experience supporting healthcare/pharmacy environments or software support is highly desirable.
• Experience with Windows, SQL Server and cloud support, alongside the ability to create and maintain clear user and technical documentation.
• Strong analytical and logical thinking, able to make sound decisions and manage competing priorities in a fast-paced, cross-functional environment.
• Customer-focused with strong written and verbal communication skills, a collaborative mindset, high integrity, and flexibility to adapt and learn as technology evolves.
• Highly Regarded Experience: Exposure to pharmacy DAA and dispense systems, aged care EMM platforms, pharmacy automation, or technologies such as C#, MongoDB and cloud-based application infrastructure.

Benefits

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.