eHealth Support Officer

  • Beyond Essential Systems
  • High St, Suva, Fiji
  • Sep 12, 2023
Contract Development & NGOS Health Care & Medical Information & Web Technology

Job Description & Skills/Qualifications Required

A bit about us...

Here at Beyond Essential Systems (BES) we make awesome technology and put it to good use in the world. Our aim is to improve decision making in low-resource settings by providing meaningful data that results in well informed decisions, and better outcomes for individuals. Our services and products have an impact across health, education, supply chain and disaster management, and we are proud to be able to provide innovative and collaborative solutions, while working closely with local partners in the Asia/Pacific region. Our transformative platforms include:

Tupaia: Empowering data-driven decision-making by seamlessly collecting, aggregating, and visualizing information, facilitating informed actions.

Tamanu: Streamlining healthcare management with a patient-level electronic health records system accessible on mobile and desktop.

SENAITE: Elevating laboratory operations through an open-source Laboratory Information Management System (LIMS) boasting security, performance, and stability.

A bit about the role...

As we embark on the comprehensive rollout of these platforms across the Pacific region, we're seeking a dedicated eHealth Support Officer to play a pivotal role.

Utilising Zendesk, a complete customer service solution, you will provide users and project managers with on-going post-implementation support of Tamanu, Senaite, and Tupaia platforms.

In this dynamic role, your tasks will encompass both first and second-tier support, expertly assisting healthcare professionals across the Pacific in overcoming digital health challenges with innovative solutions and exceptional service. You will provide expertise in addressing knowledge-based questions, guiding users through their queries.

With a dedication to empowering users, you'll offer training and support that boosts their ability to use digital health software independently and effectively. Additionally, your proactive approach to collecting user input and incorporating their suggestions will lead to ongoing enhancements, helping improve the user experience and patient outcomes.

Day to day, you will:

- Provide specialized, professional user support and for Tamanu, Tupaia, and Senaite platforms.

- Utilize Zendesk to streamline and optimize user support processes.

- Actively gather user feedback on the support experience, identify areas for improvement, and collaborate with team members to implement enhancements for an improved customer experience such as FAQs, creating & maintaining users manuals & monitoring, moderating and contributing to user forums.

- Provide prompt and exceptional customer service by responding to user inquiries via various channels, including email, chat, and in-person.

- Pinpoint the underlying reasons for reported concerns, provide easily understandable descriptions of technical issues, and take effective problem-solving measures to swiftly resolve issues. 

- Empathize with users, effectively addressing their challenges and maintaining continuous communication, including escalation of complex issues to higher-level support teams.

- Maintain and configure front-end software applications by assisting users with software installation, updates, settings, and troubleshooting.

- Utilize remote access tools to promptly and non-disruptively provide support to off-site users, prioritizing a positive remote user experience.

- Maintain accurate records of support requests, troubleshooting steps, and resolutions, while contributing to knowledge base articles for common issues and user-friendly solutions.

- Protect patient privacy at all times as our top priority.

- Assist users in understanding basic IT security practices and contributing to a secure IT environment.

- Offer basic training and guidance to users on software application, empowering them to handle common technical challenges more independently.

Selection Criteria:


- Degree in a health related field such as Public Health, Global Health, Clinical Health (Nursing, Medicine, Pharmacy, Allied Health), or related field with at least 2 years’ experience in health system strengthening.

- Postgraduate qualifications in one of these areas will be highly regarded.


- Experience working in clinical practice or health system strengthening in low- to middle-income countries, especially the Pacific region, will be a strong advantage. At least 2 years’ experience in a relevant field will be a strong advantage.

- Project and change management experience, particularly in health system reform and/or digital system implementation (desirable).

- Technical troubleshooting (desktop or mobile systems) and providing user support (desirable).

- Providing software support to end-users (desirable).

- Training groups and individuals on new digital programs (desirable).

- Supporting other organisations as an IT support or technician (desirable).

- Experience using any digital health platform or application (desirable).

- Experience in using Zendesk, Tamanu, Tupaia or Senaite is desirable but NOT required, training will be provided. 


- Knowledge of the Healthcare sector, with at least 2 years’ experience in a relevant field. 

- Demonstrated proficiency in IT and software implementation (desirable).

- Demonstrated technical knowledge and understanding of health systems.

- Experience in IT support, help desk, or customer service roles.

- Proficiency in operating systems such as Windows & Android applications.

- Strong knowledge of common office software applications and productivity tools.

- Excellent problem-solving and communication skills, with an emphasis on customer service.

- Ability to work under pressure and handle multiple tasks simultaneously.

Personal Attributes:

- All BES staff must be ethical, professional, adhere to the organisation’s values, and are expected to report against misconduct, illegal and inappropriate behaviour. 

- Skills in analysis and planning work processes and in working towards targets. 

- Well organised with a strong eye for detail; able to prioritise and process a variety of administrative tasks independently.

- Positive, hard-working attitude and ability to work independently and as part of a small team.

- Strong skills in IT or telecommunications, with computer skills and proficiency in using Windows-based applications and Microsoft Office. 

- Good communication skills, and a good command of spoken and written English.

- Willingness and ability to travel regularly (regionally within the Pacific) is desirable but can be discussed.

What’s in it for you?

Where do we start!  As well as being part of key projects and having meaningful work, we also offer: 

- genuine work/life balance and flexibility 

- ongoing professional development: you decide where to take your career

- a talented, collaborative, and friendly team to work with

- an opportunity to work for a recently accredited B Corp company

- we have a lovely new office in Suva for our growing Fiji team to work from

How to apply:

Click on Apply Now to submit the following:

  1. An Application letter
  2.  Current CV with contact details of at least 2 referees
  3. Certificates/evidence of qualifications (if any )

Please read blog on tips on how to upload documents

- Include in your cover letter the answer to the question: What is your favourite fruit and why?

Job Functions

Customer Service Officer, Pharmacy and pharmacy related


Healthcare & Medical



Job open to:

Fiji Residents Only