Customer Support Officer (Remote)

Customer Support Officer | Magentus | Australia

Short Summary:

Provide high-quality customer service experience to new and existingcustomers. Resolve phone, chat and email-based enquiries for customers andpartners.

Who are we:

Magentus products and services have been at the forefront of deliveringhealth technology for more than 30 years, offering deep expertise across...

Customer Support Officer | Magentus | Australia

Short Summary:

Provide high-quality customer service experience to new and existing customers. Resolve phone, chat and email-based enquiries for customers and partners.

Who are we:

Magentus products and services have been at the forefront of delivering health technology for more than 30 years, offering deep expertise across clinical systems, health informatics and practice management.

Across pathology, radiology, oncology, maternity and practice management, we are connecting the health ecosystem and transforming digital healthcare at scale. Driven by our dedicated teams across the globe, our success reflects our passionate commitment to improving healthcare outcomes.

What’s in it for you:

Flexible Working Environment: Work Hybrid.
Extra Leave: Parental / Volunteer / Pawrental / Birthday & the opportunity to purchase more.
Leadership & Development: Litmos learning / Future leaders program.
Employee Recognition: Annual celebrations / Peer recognition / CEO awards / Great tenure presents.
Wellbeing led: Community driven programs / Starlight partnership / EAP.

Most of all a supportive / inclusive and diverse company.

What about the role:

Customer Service Operation

• Directly assist existing and prospective customers and partners with all enquires, via email phone and chat, which include providing product information.

• Effectively resolve any issues and take appropriate action, ensuring a high quality of service is delivered for all customers.

• Work with Escalated Support, Team Lead and Support Management Tiers to find resolutions to issues.

• Provide knowledgeable, friendly and helpful service by understanding the needs of both internal and external parties.

• Perform software testing for quality assurance on an ongoing basis and as needed prior to release.

• Contribute to the continued growth of internal knowledge resources and utilises all available resources.

• Assist colleagues with issue troubleshooting and resolution as needed.

• Maintain accurate records.

• Work with leaders to ensure continuous and meaningful improvement to knowledge and other facets of Support role.

• Strives to meet KPIs and SLAs in all areas of Support role.

• Be actively engaged in customer NPS results and respond to any feedback or actions.

Project Management

• Maintain and develop knowledge regarding Support function and legislative requirements, with evidence of continuous improvement activities.

• Assist in the review of policies, procedures and processes, and provide recommendations to achieve successful business outcomes when required.

• Project work – establish, manage and assist with various projects and the review of support functions, and ad-hoc reporting and problem solving as and when required.

Relationship Management

• Establish, develop and maintain relationships with company personnel.

• Develop and maintain consistent strong operational relationships and utilises feedback from internal and external stakeholders.

Work Health and Safety

• Comply with all applicable health, safety and environmental regulations and statutory obligations at all times.

• Demonstrate a high standard of personal safety and a commitment to the safety of fellow workers.

• Carry out all duties with due care and attention.

• Adhere to all directives concerning WH&S.

What experience or qualifications do I need: