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 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.
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.
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
Experience working with Medicare claiming, ECLIPSE/ private health claiming or medical billing workflows.
Experience in healthcare administration.
Experience with financial reconciliation.
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!
