Customer Support Officer

Customer Support Officer Apply Today 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. The Role The Customer Support Officer will be the first point of contact for customers using Magentus products and services. This role delivers high-quality, timely support across incidents, service requests and product enquiries while ensuring excellent customer experience. The role works closely with product, implementation and technical teams to resolve issues, escalate appropriately and help drive continuous improvement in support processes and documentation. What You’ll Be Doing Responding to customer enquiries via phone, email and ticketing systems, providing clear, professional and timely assistance. 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. 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 feed into continuous improvement initiatives. Delivering ad hoc training and guidance to customers and internal colleagues as required. Key Responsibilities Customer Support and Incident Management Deliver first-line support that meets Magentus service standards and service level agreements (SLAs). Perform root-cause checks and document known errors and workarounds. Communicate clearly and empathetically with customers, keeping them informed of progress and expected timeframes. Collaboration and Escalation Liaise with product, technical and implementation teams to resolve escalated issues. Coordinate with third-party vendors or partners when required to achieve timely resolution. Knowledge Management Contribute to and maintain the internal knowledge base and customer-facing help resources. Identify gaps in documentation and recommend or create new support materials. Continuous Improvement Participate in post-incident reviews and suggest process or product improvements. Provide feedback to product and development teams based on customer patterns and common issues. What experience do I need Experience in customer service. Technology experience is highly desirable. Microsoft Dynamics 365 and Salesforce experience is highly desirable. Demonstrated experience in planning, organisational and problem-solving skills. 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! Locations Brisbane, Melbourne Remote status Hybrid