HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 18,000+ employees across 10 countries and 30 delivery centers.”

Key Responsibilities

Partner & Customer Support

• Manage, triage, investigate and resolve pharmacy support enquiries through Zendesk, email and phone.
• Provide clear guidance to pharmacy partners regarding operational processes, systems, services and support procedures.
• Troubleshoot operational and system-related issues, taking ownership through to resolution.
• Escalate complex incidents to specialist teams, IT or external vendors when required.
• Maintain clear and timely communication with stakeholders throughout the lifecycle of support requests.
• Ensure all tickets are accurately documented, categorised and progressed within agreed service levels.
• Deliver a consistently high standard of customer service.

Zendesk Administration & Continuous Improvement

This is a key area of responsibility for the role.

• Support the day-to-day administration and optimisation of Zendesk.
• Review and improve ticket workflows, automations, triggers, macros, forms, views and routing rules.
• Identify opportunities to reduce manual ticket handling and improve team efficiency.
• Assist with improving ticket categorisation and data quality to strengthen reporting.
• Develop and maintain Zendesk reporting and dashboards, including through Zendesk Explore where applicable.
• Analyse ticket volumes, categories, resolution times and recurring support themes.
• Identify opportunities to improve first-contact resolution and reduce avoidable contacts.
• Support the development and maintenance of Help Centre content and self-service solutions.
• Recommend practical Zendesk improvements that create a more efficient and scalable support function.
• Work with the Partner Support Team Leader and Partner Support Manager to implement agreed service desk improvements.

eCommerce & Operational Support

• Provide day-to-day operational support for pharmacy eCommerce services, including online ordering, fulfilment and delivery.
• Support pharmacy onboarding, system enablement, integrations and go-live activities.
• Troubleshoot online order, delivery and integration issues.
• Liaise with delivery and service partners, such as Australia Post and Rendr, to investigate and resolve operational issues.
• Maintain accurate pharmacy configurations, delivery settings and partner account information.
• Coordinate with internal teams and external vendors where issues require further investigation or escalation.
• Assist with testing and validation of system changes, enhancements and new functionality.

Systems & Administration

• Maintain accurate records across Zendesk and supporting business systems.
• Maintain operational and project trackers in monday.com.
• Assist with the administration of Yoobic, including content uploads, platform updates and general administrative activities.
• Work across multiple systems and platforms to investigate and resolve support issues.
• Assist with operational reporting, order processing, data maintenance and administrative activities as required.
• Support new programs, promotions, system enhancements and operational initiatives.

Stakeholder & Vendor Coordination

• Build positive working relationships with pharmacy partners, internal teams, suppliers and external service providers.
• Communicate professionally and confidently with stakeholders at different levels of the business.
• Coordinate with IT, Operations, eCommerce and external vendors to investigate and resolve issues.
• Provide clear and timely updates on incidents and support requests.
• Take ownership of follow-ups and ensure issues do not stall when multiple teams are involved.

Reporting & Continuous Improvement

• Monitor support volumes, ticket trends and recurring issues.
• Assist with preparing support reports, dashboards and performance metrics.
• Identify recurring problems and recommend opportunities for:
  • Process improvement;
  • Zendesk automation;
  • Self-service solutions;
  • Knowledge base content development;
  • Improved ticket routing; and
  • Reduction in repeat enquiries.
• Maintain a high standard of data quality and case documentation.
• Support audit, compliance and data management activities where required.
• Contribute ideas that make the Partner & Customer Support function more proactive, efficient and scalable.

HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.