Job Description
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.
About the Role n
The Product Support Specialist will be the first point of contact for customers using Magentus Practice Management software - Gentu. In this role you will be the first point of contact for our Gentu customers, providing exceptional customer service while troubleshooting tier 1 product enquiries and supporting product incidents. The role works closely with product, implementations and technical teams to resolve issues, escalate appropriately and help drive continuous improvement across support processes.
n
You'll manage support cases end-to-end, investigating and triaging Tier 1 technical issues, resolving customer enquiries, and collaborating with internal teams to ensure timely outcomes. This is an ideal prospect for someone who enjoys combining technical problem solving with developing a positive customer experience.
Key responsibilities: n
n
n
Act as the primary point of contact for Gentu customer enquiries via phone, email and ticketing systems, providing clear, professional and timely assistance.
n
n
Deliver exceptional customer service by understanding customer needs and providing timely, effective solutions.
n
n
Logging, categorising and prioritising incidents and service requests in accordance with agreed service levels.
n
n
Investigating and troubleshooting issues, applying diagnostic steps,



and using available knowledge base resources to resolve customer problems.
n
n
Own and manage customer cases end-to-end, from initial triage and investigation through to resolution and closure.
n
n
Escalating complex or high-priority issues to the appropriate internal teams and following through to resolution.
n
n
Maintaining accurate and comprehensive ticket notes and customer communications to ensure a consistent customer experience.
n
n
Assisting with user account management, access requests and basic configuration changes where authorised.
n
n
Contributing to the development and upkeep of support documentation, FAQs and knowledge base articles.
n
n
Supporting product rollouts and updates by communicating changes to customers and assisting with post-release issues.
n
n
Working with teams to identify recurring issues and contribute to continuous improvement initiatives.
n
n
Delivering ad hoc training and guidance to customers and internal colleagues as required.
n
About You n
You'll be someone who enjoys helping people, solving problems and taking ownership of customer outcomes. You thrive in a fast-paced environment where no two days are the same and you are confident managing multiple customer cases while maintaining a high level of service.
You'll bring: n
n
n
Previous experience in Product Support, Technical Support or Customer Support role.



Previous experience in technology is highly desirable.
n
n
Demonstrated experience managing customer cases end-to-end, including investigation, stakeholder coordination, customer communication and resolution.
n
n
Solid troubleshooting and problem-solving skills, with experience resolving Tier 1 technical issues.
n
n
Excellent organisational skills, with the ability to effectively priortise and manage a diverse caseload
n
n
Experience using ticketing, CRM or case management platforms. Microsoft Dynamics 365 and Salesforce experience is highly desirable.
n
n
Excellent written and verbal communication skills, with the ability to explain technical or product concepts in a clear and customer-friendly manner.
n
n
A proactive, solutions-focused mindset and a strong sense of accountability for customer outcomes.
n
Join Today! n
At Magentus, we live our values every day:
n
n
n
One Team
- We collaborate and support each other
n
n
Constant Evolution
- We embrace change and keep improving
n
n
We Care
- About our people, our customers, and our impact
n
n
Make A Difference
- We're here to create real, positive change
n
n
Trust
- We do what we say and act with integrity
n
What's in it for you: n
n
n
Flexible work options to support work-life balance
n
n
Learning and development programs to grow your career
n
n
A supportive, inclusive team culture
n
n
Opportunities to work across departments and expand your skills
n
n
A purpose-driven company where your work truly matters
n
n
Ready to bring your energy and organisation to a team that cares? Apply now and help us make a difference at Magentus!

📌 Product Support Specialist (Brisbane)
🏢 Magentus
📍 Brisbane