Senior Technical Support Specialist
Description
Are you an experienced Pharmacy Technician looking to take the next step in your career? Do you enjoy helping others, solving problems, and leveraging technology to improve healthcare outcomes?
We're looking for a Senior Technical Support Specialist who can combine strong pharmacy knowledge with an interest in technology and exceptional customer support skills to help our customers get the most from their Toniq software.
About Us
At Lanas, we empower healthcare providers to deliver exceptional care through innovative, reliable, and secure software solutions. With a strong presence across Australia and New Zealand, we support clients operating in diverse healthcare settings, from GP practices and specialist clinics to hospitals, laboratories, allied health, insurers, and community-based organisations. We are driven by purpose and grounded in care. We believe deeply in the work we do and in the impact we have. Our commitment to our customers, partners, communities, and each other is reflected in every interaction, every product, and every partnership.
As part of the wider Lanas family, TONIQ is a nationwide supplier of healthcare technology and has been providing software solutions to the health sector for over 20 years. We proudly develop and support software that is used in 85% of pharmacies across New Zealand, as well as a range of other healthcare providers
What You’ll Be Doing
As a Senior Technical Support Specialist, you'll leverage your knowledge in pharmacy operations to provide support to pharmacies across New Zealand. You'll work closely with customers and internal stakeholders across Product and Development teams to resolve issues, improve user experiences, and drive customer success.
Key Responsibilities
Provide expert technical and workflow support to pharmacy customers.
Troubleshoot and resolve software, dispensing, and operational issues.
Deliver customer training and assist with onboarding activities.
Manage and resolve complex customer enquiries through to completion.
Document support cases and contribute to knowledge-base content.
Identify opportunities for process improvements and enhanced customer outcomes.
Collaborate with Product and Development teams to advocate for customer needs.
Serve as a subject matter expert in pharmacy workflows and Toniq software.
Train and upskill junior staff in the use of Toniq.
What We're Looking For
Essential:
Qualified Pharmacy Technician.
Minimum 3 years' experience working in a community pharmacy using Toniq.
Strong understanding of dispensing, inventory management, claiming, and pharmacy workflows.
Exceptional communication and customer service skills.
Proven problem-solving and troubleshooting abilities.
Ability to explain technical concepts clearly to a range of users.
Strong organisational skills and the ability to manage multiple priorities.
Desirable:
Previous experience in technical support, software support, training, or customer success.
Experience supporting pharmacy software systems.
Knowledge of healthcare technology and digital health solutions.
Experience delivering remote customer training.
What We Offer
Supportive, people-focused culture.
A diverse and inclusive team environment.
Demonstrated career path with opportunities to progress within Lanas.
Work–life balance with flexible and hybrid working options.
Centrally located, modern offices (bike lockers, showers, great kitchen, and social spaces).
Birthday leave — an extra day off to celebrate your special day.
A team that celebrates success together and enjoys regular social events.
Market-competitive remuneration based on your skills and experience.
The opportunity to join a successful and growing global business.
How to Apply
If this opportunity sounds like the right fit for you, don’t wait; we are reviewing applications and interviewing as they are received. Submit your CV along with a brief cover letter telling us why you're the ideal person for this role. Take the next step in your career and apply online today to join the team at Lanas.