Product Support Specialist
Core
First point of contact for customers using Magentus Practice Management software (Gentu), providing customer service and troubleshooting tier 1 product enquiries.
Role type
Product Support Specialist
Builds
Magentus Gentu Practice Management software
Domain
Healthcare technology / Practice Management
Required skills
Tier 1 technical troubleshooting, end-to-end case management, ticketing systems proficiency, stakeholder coordination, technical problem solving, user account management, support documentation creation
Preferred skills
Microsoft Dynamics 365, Salesforce, ad hoc training delivery
Responsibilities
Act as primary contact for customer enquiries via phone, email, and ticketing systems; investigate and troubleshoot Tier 1 technical issues; log, categorize, and prioritize incidents; escalate complex issues to internal teams; maintain accurate ticket notes; assist with user account management and basic configuration; contribute to support documentation and FAQs; support product rollouts and updates; identify recurring issues for continuous improvement.
Seniority
Individual Contributor