Customer Support Specialist

6 days ago

Fortitude Valley QLD, Australia Magentus Full time $60,000 - $90,000 per year

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

In this 12 months Fixed Term Contract - You'll be the first point of contact for clients using our Charmand eQstats software. You'll play a vital role in ensuring a smooth and supportive experience for our users - triaging incoming support requests, resolving issues where possible, and escalating when needed.

Key responsibilities:
  • Act as the first point of contact for all Charm and eQstats user support.
  • Monitor and manage the support queue, ensuring service levels (SLAs) are met.
  • Triage and prioritise incoming requests through Jira Service Desk.
  • Resolve issues at first contact where possible, or escalate to Level 2 as needed.
  • Maintain real-time, accurate records of support requests.
  • Support software testing and documentation updates.
  • Contribute to process improvement initiatives to maintain quality standards.
  • Participate in after-hours support rotations (paid additionally once trained).
About You

You're someone who thrives in a collaborative, service-focused environment. You take pride in clear communication, strong relationships, and helping clients get the best out of their digital tools.

You'll ideally bring:
  • Experience providing Level 1 Help Desk or customer support, ideally in a healthcare or clinical setting. Or, experience in the healthcare industry in general.
  • Strong communication and interpersonal skills, with the ability to manage challenging conversations professionally.
  • Excellent attention to detail, organisation, and problem-solving skills.
  • Familiarity with Microsoft desktop applications.
  • A background in healthcare, pharmacy, or oncology (highly regarded).
  • Experience with software testing or implementation (an advantage).
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

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