Product Support Specialist - Gentu

About the role

Magentus builds smart workflows that connect people, systems and data in healthcare. As Product Support Specialist for its practice management software Gentu, you will be the first point of contact for customers, handling Tier 1 product enquiries and product incidents. You will work closely with product, implementation and technical teams to resolve issues, escalate appropriately and help improve support processes.

Key responsibilities

• Be the main contact for customer enquiries by phone, email and ticketing systems, giving clear, professional and timely assistance
• Log, categorise and prioritise incidents and service requests according to agreed service levels
• Investigate and troubleshoot issues, using diagnostic steps and knowledge base resources
• Manage customer cases end-to-end, from triage and investigation to resolution and closure
• Escalate complex or high-priority issues and follow them through to resolution
• Maintain accurate ticket notes and customer communications
• Assist with user account management, access requests and basic configuration changes where authorised
• Help build and maintain support documentation, FAQs and knowledge base articles
• Support product rollouts and updates, communicate changes and help with post-release issues
• Identify recurring issues with teams and deliver ad hoc training and guidance to customers and colleagues

Required profile

• Previous experience in Product Support, Technical Support or Customer Support
• Demonstrated experience managing customer cases end-to-end, including investigation, stakeholder coordination and resolution
• Strong troubleshooting skills, with experience resolving Tier 1 technical issues
• Good organisational skills and ability to prioritise a diverse caseload
• Excellent written and verbal communication, able to explain technical concepts clearly
• Previous technology experience is highly desirable

Required skills

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

What we offer

• Flexible work options to support work-life balance
• Learning and development programs
• A supportive, inclusive team culture
• Opportunities to work across departments and expand your skills