Product Support Specialist

About the role

At Magentus, the Product Support Specialist is the first point of contact for customers using the Gentu Practice Management software. You will deliver exceptional service, troubleshoot Tier 1 product enquiries and work closely with product, implementation and technical teams to resolve issues and improve support processes.

Key responsibilities

• Act as primary contact for Gentu customer enquiries via phone, email and ticketing systems.
• Log, categorise and prioritise incidents and service requests according to service levels.
• Investigate, troubleshoot and resolve Tier 1 technical issues using knowledge‑base resources.
• Own cases end‑to‑end, from triage through resolution and closure.
• Escalate complex or high‑priority issues to internal teams and follow through to resolution.
• Maintain accurate ticket notes and customer communications.
• Assist with user account management, access requests and basic configuration changes where authorised.
• Contribute to support documentation, FAQs and knowledge‑base articles.
• Support product rollouts and updates by communicating changes and handling post‑release issues.
• Identify recurring issues and support continuous‑improvement initiatives.

Required profile

• Experience in product, technical or customer support, preferably in a technology environment.
• Proven ability to manage customer cases end‑to‑end with strong communication skills.
• Excellent organisational and prioritisation abilities in a fast‑paced setting.

Required skills

• Microsoft Dynamics 365
• Salesforce
• Ticketing / CRM or case‑management platforms

What we offer

• Flexible work options to support work‑life balance.
• Learning and development programs for career growth.
• Supportive, inclusive team culture with cross‑department opportunities.
• Purpose‑driven environment where your work makes a real impact in healthcare.