Meet Mina – The Customer Support Champion

At the heart of every successful software company lies a team of dedicated professionals who ensure clients’ needs are met efficiently and effectively. Today, we’re excited to introduce Mina, one of our exceptional Product Support Executives, who works tirelessly to provide unparalleled support to our clients.

We sat down with Mina to learn more about their role, the challenges they navigate, and what drives their passion for customer support.

Can you walk us through a typical day in your role as a Product Support Executive?

Certainly! My day begins with preparation and prioritisation to ensure I can hit the ground running. The first task of the day is reviewing the ticketing queue, where I focus on identifying Code RED and urgent tickets. For any Code RED ticket, I respond immediately, notifying relevant agents and management while prioritising a resolution within the hour. These tickets must be fully resolved on the same day without exception. Urgent tickets are equally important—I ensure the client receives a response within one business hour and work to resolve the issue within three working days.

After handling high-priority tickets, I organise and assign tasks to the most suitable agents, ensuring a smooth and effective resolution process. I also check emails for overnight updates on ongoing tickets, promptly sharing resolutions with clients and addressing any follow-up enquiries. If I encounter particularly challenging issues, I collaborate closely with my Head of Department for clarity and guidance, which helps me resolve tasks efficiently.

Throughout the day, my responsibilities include troubleshooting client-reported issues—whether through email or phone—and escalating complex problems to the Engineering or Technical teams. I ensure clear communication to facilitate effective resolutions. I also dedicate time to creating and updating Knowledge Base articles, providing both clients and colleagues with valuable insights and self-help tools.

In addition to resolving tickets, I assist my teammates by sharing quick tips and addressing any queries they may have. I manage product updates, such as fee adjustments and system integrations, and work closely with other departments to implement improvements based on client feedback. Regular training sessions are also an important part of my day, allowing me to stay updated on product developments.

Afternoons are often spent following up with clients to confirm that their concerns have been addressed to their satisfaction. I review pending tickets to prevent delays and ensure no issue is overlooked. Client satisfaction is my top priority, and I strive to resolve every concern promptly and efficiently.

Before logging off, I review the day’s progress, ensure all high-priority tasks are completed, and escalate or reassign tickets as needed. I also check the unassigned queue for any pressing matters, planning my priorities for the next day. In all my work, I strictly adhere to our service level agreements (SLAs), ensuring that every ticket—whether Code RED, urgent, or standard—receives the appropriate response and resolution within the defined timelines.

What are the key responsibilities you manage when supporting healthcare professionals?

Supporting healthcare professionals brings a unique set of responsibilities, as I often work with time-sensitive issues and sensitive patient data. One of my core tasks is providing thorough training and guidance on our Medical Wizard system, ensuring healthcare staff can seamlessly integrate it into their daily workflows.

Protecting patient information is a top priority. I strictly follow privacy protocols by using only the patient’s UR number for identification and never sharing personal details—such as names or Medicare numbers—via email.

When system issues arise, I treat them with urgency because any disruptions can directly impact patient care. I focus on providing temporary solutions to minimise interruptions while working towards a long-term fix. Even if an issue is resolved over the phone without an email record, I make it a point to document the interaction by creating a ticket. This ensures transparency and provides a reliable reference if the problem occurs again.

What are the biggest challenges you face when resolving issues for healthcare providers?

One of the biggest challenges is working with users who may not be very tech-savvy. I often need to simplify complex technical steps, breaking them into easy-to-follow instructions. Patience and clarity are key in these situations, as I remind myself that not everyone has a technical background.

Managing client expectations is another challenge. Some users expect immediate solutions for all issues, regardless of urgency. For example, tasks like deleting duplicate records or creating user accounts are lower priority compared to issues that affect patient care. In these cases, I calmly explain the prioritisation process, set realistic timelines, and ensure the client understands why certain tasks are addressed first.

Handling sensitive patient information presents its own set of challenges. If I receive highly sensitive data by mistake, I act quickly by escalating the matter to management and notifying the hospital to prevent similar incidents in the future. Vigilance and adherence to privacy protocols are crucial to protecting data.

What steps do you take to build trust and maintain strong relationships with your customers?

Building trust starts with personalising every interaction. Over time, I’ve become familiar with many of our clients, and I make it a point to address them by name during calls. This simple gesture helps build rapport and makes our conversations feel more personal.

When an issue requires input from another team, I ensure transparent communication by letting clients know why it’s being escalated and what to expect next. After resolving a ticket, I always follow up to confirm the client is satisfied before closing it. Taking this extra step reassures them that their concerns are taken seriously.

Even in challenging situations, I listen attentively, acknowledge the client’s frustrations, and work patiently to resolve their issue. Demonstrating empathy and understanding often transforms difficult interactions into opportunities to build trust and strengthen the client relationship.

What do you find most fulfilling about working in customer support for a healthcare software company?

The most fulfilling part of my role is knowing that I’m making a difference in the lives of healthcare professionals. There’s nothing more rewarding than helping someone resolve an issue and hearing their relief or gratitude. Knowing that my work contributes to smoother workflows and, ultimately, supports patient care brings a deep sense of satisfaction.

The healthcare industry is constantly evolving, and that motivates me to keep learning and growing. My role challenges me to sharpen my skills and stay updated on industry developments, which is incredibly rewarding both professionally and personally. Every issue I resolve feels like a new opportunity to expand my expertise, and being part of a company that supports healthcare professionals allows me to contribute to something much larger than myself.

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We hope this spotlight has provided insight into the dedication and expertise Mina brings to our clients every day. Stay tuned for more team member highlights, and feel free to reach out to us with any questions or feedback!