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, effective, 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. Investigate and troubleshoot
billing, claiming, and software-related issues, applying diagnostic
techniques and knowledge base resources to deliver effective
customer outcomes. 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). 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. What experience do I
need Experience working with Medicare claiming, ECLIPSE/ private
health claiming or medical billing workflows. Experience in
healthcare administration. Experience with financial
reconciliation. 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!

📌 Billing Support Officer (Queensland)
🏢 Magentus
📍 Queensland