{"id":1702835,"url":"https://alion.io/job/magentus-product-support-specialist","title":"Product Support Specialist","company":{"id":696952,"name":"Magentus","domain":"magentus.com","url":"https://alion.io/company/magentus","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fortitude Valley, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":42000,"max_usd":89000,"period":"year","method":"role_country_seniority_unknown","sample_n":17},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-30T04:49:14Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-20T06:22:12Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"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.\nAbout the Role\nThe 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.\nYou’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 opportunity for someone who enjoys combining technical problem solving with developing a positive customer experience.\nKey responsibilities:\nAct as the primary point of contact for Gentu customer enquiries via phone, email and ticketing systems, providing clear, professional and timely assistance.\n\nDeliver exceptional customer service by understanding customer needs and providing timely, effective solutions.\n\nLogging, categorising and prioritising incidents and service requests in accordance with agreed service levels.\n\nInvestigating and troubleshooting issues, applying diagnostic steps, and using available knowledge base resources to resolve customer problems.\n\nOwn and manage customer cases end-to-end, from initial triage and investigation through to resolution and closure.\n\nEscalating complex or high-priority issues to the appropriate internal teams and following through to resolution.\n\nMaintaining accurate and comprehensive ticket notes and customer communications to ensure a consistent customer experience.\n\nAssisting with user account management, access requests and basic configuration changes where authorised.\n\nContributing to the development and upkeep of support documentation, FAQs and knowledge base articles.\n\nSupporting product rollouts and updates by communicating changes to customers and assisting with post-release issues.\n\nWorking with teams to identify recurring issues and contribute to continuous improvement initiatives.\n\nDelivering ad hoc training and guidance to customers and internal colleagues as required.\n\nAbout You\nYou’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.\nYou’ll bring:\nPrevious experience in Product Support, Technical Support or Customer Support role. Previous experience in technology is highly desirable.\n\nDemonstrated experience managing customer cases end-to-end, including investigation, stakeholder coordination, customer communication and resolution.\n\nStrong troubleshooting and problem-solving skills, with experience resolving Tier 1 technical issues.\n\nExcellent organisational skills, with the ability to effectively priortise and manage a diverse caseload\n\nExperience using ticketing, CRM or case management platforms. Microsoft Dynamics 365 and Salesforce experience is highly desirable.\n\nExcellent written and verbal communication skills, with the ability to explain technical or product concepts in a clear and customer-friendly manner.\n\nA proactive, solutions-focused mindset and a strong sense of accountability for customer outcomes.\n\nJoin Today!\nAt Magentus, we live our values every day:\nOne Team - We collaborate and support each other\n\nConstant Evolution - We embrace change and keep improving\n\nWe Care - About our people, our customers, and our impact\n\nMake A Difference - We’re here to create real, positive change\n\nTrust - We do what we say and act with integrity\n\nWhat’s in it for you:\nFlexible work options to support work-life balance\n\nLearning and development programs to grow your career\n\nA supportive, inclusive team culture\n\nOpportunities to work across departments and expand your skills\n\nA purpose-driven company where your work truly matters\n\nReady to bring your energy and organisation to a team that cares? Apply now and help us make a difference at Magentus!","description_format":"text","description_chars":4586,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["EHR & Clinical Software"],"lifecycle":[{"event":"open","at":"2026-10-02T13:56:48Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.703,"p_room":0.9,"age_days":20,"expected_fill_days":32,"reasons":["conf:3","win:mid"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/magentus-product-support-specialist","json_url":"https://alion.io/job/magentus-product-support-specialist.json","meta":{"generated_at":"2026-10-20T16:33:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18939,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":696952},"rest":"https://alion.io/mcp/rest/get_company?id=696952"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmagentus-product-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmagentus-product-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmagentus-product-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/magentus-product-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmagentus-product-support-specialist"}]}