Product Support Specialist

At Magentus, our goal is to create a healthier society through technology. We do that by delivering smart workflows that connect people, systems, and data—making care more intelligent, efficient, and accessible. Whether it’s supporting clinicians, streamlining operations, or improving patient outcomes, we’re here to make a real difference in healthcare through digital innovation.

About the Role

The Product Support Specialist will be the first point of contact for customers using Magentus Practice Management software – Gentu. In this role you will be the first point of contact for our Gentu customers, providing exceptional customer service while troubleshooting tier 1 product enquiries and supporting product incidents. The role works closely with product, implementations and technical teams to resolve issues, escalate appropriately and help drive continuous improvement across support processes.

You’ll manage support cases end-to-end, investigating and triaging Tier 1 technical issues, resolving customer enquiries, and collaborating with internal teams to ensure timely outcomes. This is an ideal opportunity for someone who enjoys combining technical problem solving with developing a positive customer experience.

Key responsibilities:

• Act as the primary point of contact for Gentu customer enquiries via phone, email and ticketing systems, providing clear, professional and timely assistance.

• Deliver exceptional customer service by understanding customer needs and providing timely, effective solutions.

• Logging, categorising and prioritising incidents and service requests in accordance with agreed service levels.

• Investigating and troubleshooting issues, applying diagnostic steps, and using available knowledge base resources to resolve customer problems.

• Own and manage customer cases end-to-end, from initial triage and investigation through to resolution and closure.

• Escalating complex or high-priority issues to the appropriate internal teams and following through to resolution.

• Maintaining accurate and comprehensive ticket notes and customer communications to ensure a consistent customer experience.

• Assisting with user account management, access requests and basic configuration changes where authorised.

• Contributing to the development and upkeep of support documentation, FAQs and knowledge base articles.

• Supporting product rollouts and updates by communicating changes to customers and assisting with post-release issues.

• Working with teams to identify recurring issues and contribute to continuous improvement initiatives.

• Delivering ad hoc training and guidance to customers and internal colleagues as required.

About You

You’ll be someone who enjoys helping people, solving problems and taking ownership of customer outcomes. You thrive in a fast-paced environment where no two days are the same and you are confident managing multiple customer cases while maintaining a high level of service.

You’ll bring:

• Previous experience in Product Support, Technical Support or Customer Support role. Previous experience in technology is highly desirable.

• Demonstrated experience managing customer cases end-to-end, including investigation, stakeholder coordination, customer communication and resolution.

• Strong troubleshooting and problem-solving skills, with experience resolving Tier 1 technical issues.

• Excellent organisational skills, with the ability to effectively priortise and manage a diverse caseload

• Experience using ticketing, CRM or case management platforms. Microsoft Dynamics 365 and Salesforce experience is highly desirable.

• Excellent written and verbal communication skills, with the ability to explain technical or product concepts in a clear and customer-friendly manner.

• A proactive, solutions-focused mindset and a strong sense of accountability for customer outcomes.

Join Today!

At Magentus, we live our values every day:

• One Team – We collaborate and support each other

• Constant Evolution – We embrace change and keep improving

• We Care – About our people, our customers, and our impact

• Make A Difference – We’re here to create real, positive change

• Trust – We do what we say and act with integrity

What’s in it for you:

• Flexible work options to support work-life balance

• Learning and development programs to grow your career

• A supportive, inclusive team culture

• Opportunities to work across departments and expand your skills

• A purpose-driven company where your work truly matters

Ready to bring your energy and organisation to a team that cares? Apply now and help us make a difference at Magentus!