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, skilled 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!

📌 Customer Support Officer (Queensland)
🏢 Magentus
📍 Queensland