Your Medmont instruments are essential to your practice—so it’s essential to us that you get the support you need, when you need it.
If you contact us during AEST working hours, you’ll speak to Michael and Roger who are on standby to answer queries quickly and efficiently. Tabish swiftly handles enquiries for everyone who reaches out during EST hours.
To get to know the people behind the phone and keyboard, we flipped the script by asking them questions about themselves. Read on to learn more about our friendly, knowledgeable Support team.
Michael, Customer Support Lead
Melbourne, Australia
What does a typical day look like for you?
There is no “typical” day in the world of customer support – each is full of fun, excitement and mystery. The only predictable aspect is the unpredictability of it.
How does your background prepare you for a job like this?
My background is in technical/customer support with aspects of management on the side, which is the perfect fit for the Customer Support Lead role at Medmont.
What do you love most about helping our clients?
Getting to the bottom of a gritty problem is especially rewarding, coupled with getting our customers’ problems fixed fast so they can get back to doing their work.
Fun or interesting fact about you?
I’m a huge fan of the Australian band “The Whitlams”. I also like to watch Question Time in Federal Parliament. Yeah, that’s weird.
How do you wind down outside of work?
Spending time with my husband going on wilderness adventures, enjoying dinner at a fine Vietnamese or Thai restaurant, photographing a solitary Rose Robin that he’s spotted in his binoculars in a dense forest, or just sitting on the couch after a long day at work watching TV together.
Anything else you’d like to add?
Working at Medmont is a highlight of my career. It’s a fantastic company with an exciting product. I never imagined a job could be so rewarding.
Roger, Customer Support Representative
Melbourne, Australia
What does a typical day look like for you?
A typical day involves answering queries from customers, connecting to customer systems to investigate and resolve issues, writing knowledge articles, coordinating device repairs—and drinking lots of coffee and tea.
How does your background prepare you for a job like this?
Along with customer service roles in Event Management and local government, I have over 30 years in IT. I’ve worked for family-owned Australian businesses, various international businesses and state and local government.
What do you love most about your job?
The satisfaction of connecting with a customer and resolving their issue.
How do you wind down outside of work?
Swimming, bush walking, gardening, visiting wineries, searching for great coffee and spending way too much time in cafes and restaurants.
What’s an interesting fact about you?
I can water ski and snow ski, but I can’t surf, yet.
Anything else you’d like to add?
It’s very exciting to work for a family-owned local company, who hand make and deliver to the world, market leading specialised optical devices.
Tabish, Customer Support Representative
Ontario, Canada
What does a typical day look like for you?
The typical day for me starts with coffee! I am responsible for taking North American Medmont support calls as well as handling support tickets in my queue. I am also responsible for performing repairs on Meridia™ devices in North America if required.
The usual day involves talking to customers or distributors either via phone or email correspondence. I can remote into their PCs to assist them further.
How does your background prepare you for a job like this?
My background in technical support has greatly helped with this position. My previous experience involved various internally developed propriety applications. Likewise, Medmont hardware and software is also proprietary, which means being able to learn something new quickly has been a great asset. I am also a very hands-on learner, which has helped immensely in performing device repairs.
What do you love most about your job?
What I love most about my job is helping people and knowing that the customers I am helping are doctors, optometrists, technicians in eyecare. My ability to quickly resolve a customer’s problem means they can help their patients even quicker! I also enjoy assisting our distributors worldwide as they are very professional and friendly.
What’s an interesting fact about you?
I like to tinker and work with tech. From working on my car to audio systems to home automation to building radio-controlled model planes, I very much enjoy anything that is hands on.
What are your interests outside of work?
I do a bit of real estate on the side and know a bit of renovation such as plumbing, framing, drywall, electrical, tiling, painting, etcetera! I wind down by enjoying good weather outside and spending time with family. Sometimes there’s nothing better than the good old pizza and movie night.
Anything else you’d like to add?
I love birds and my parrot is almost 18 years old! I’m also a big fan of BBQing in the summer (which can’t come fast enough!).
If you purchased your Medmont instrument from a distributor, make sure your distributor is your first port of call. Otherwise, get in touch with our troubleshooting trio by emailing support@medmont.com or visiting our Support page.