At a Glance
- Tasks: Provide remote technical support and resolve customer issues with our healthcare technology.
- Company: Magentus, a leader in transforming healthcare through innovative technology.
- Benefits: £29,000 salary, hybrid working, 25 days leave, and health benefits.
- Other info: Inclusive workplace committed to diversity and employee wellbeing.
- Why this job: Join a mission-driven team making a real impact on patient outcomes.
- Qualifications: Experience in IT support, troubleshooting skills, and knowledge of IT applications.
The predicted salary is between 29000 - 29000 £ per year.
About Us
For over 30 years, Magentus has been at the forefront of transforming healthcare through technology across Australia and the UK.
From pathology and radiology to oncology, and practice management, our solutions connect the healthcare ecosystem and unlock better patient outcomes at scale.
At Magentus, people are at the heart of everything we do. We work as one team, united by our purpose: to create a healthier society through smarter digital healthcare.
The Role
Our Support Team are the first point of contact for our customers.
They monitor customer systems, respond and resolve customer tickets whether they be Service Failures, System Requests or Events whilst supporting the installation of new products and product fixes.
We note that, in line with UK immigration regulations, we are unable to offer visa sponsorship for this role as we do not currently hold a sponsorship licence.
What You'll Be Doing
On a day-to-day basis you will provide remote technical support for our customers who may be experiencing technical issues with our products.
- Answering customer telephone calls
- Adhering to processes and using our call management system (Jira) for all distinct customer communication.
- Perform an initial diagnosis and wherever possible resolve the issue using documented resolution guidance from our knowledge repository.
- Resolving the ticket early is important to maintain customer satisfaction, so early resolution is our primary goal.
However, after following all avenues of investigation, should the ticket not reach resolution in the L2 phase it may be elevated to our 3rd line teams for deep investigation.
- Raising incidents for reporting failures and errors found during monitoring and other support duties.
- Owning and resolving customer issues (which may include escalation where necessary) including liaison with 3rd party clinical system providers.
- Technical Account Management; meeting with customer to understand ticket priorities and to demonstrate progress on open tickets.
- Reporting progress of incidents daily to the Service management team.
- Providing L2 technical support, resolving more complicated incidents, connecting to internal data centres, hosted environments and using desktop connectivity software.
- Participation in out-of-hours rota.
- What experience do I need
- This is primarily an application support role however you should understand technical IT applications, file structures and permissions and have previous IT helpdesk experience including working to strict service level agreements.
- Knowledge of ITIL service management protocols
- Customer focused
- Ability to troubleshoot technical issues using only remote connection facilities or over the telephone
- Knowledge and experience of the following is advantageous
- SQL Querying
- Dragon Voice Recognition
- Augnito Voice Recognition
- Linux Operating System
Why Join Magentus?
Compensation package
- Annual renumeration review and performance bonus programme
- Hybrid Working
- Three days a week in our
Manchester City Centre (Spring Gardens) office, and two days from home.
- Our Leave Benefits
- 25 days annual leave (plus bank holidays), increasing with service
- Holiday purchase scheme
- Your birthday off
- Option to swap a public holiday for a religious holiday of your choice
- Pawrental Leave to welcome new pets
- Up to two paid volunteering days per year
- Enhanced Maternity, Paternity & Adoption Leave
Protection and Wellbeing
- Income Protection & 4x Death in Service
- Private healthcare with BUPA (discounted family cover available)
- Mental health & wellbeing support via Employee Assistance Programme
- Free flu jabs + paid time off to give blood
- Enhanced sick pay
- Our Commitment to Inclusion
Magentus Software Limited is an equal opportunities employer. We are committed to creating an inclusive and diverse work environment where all employees feel valued and respected.
We do not discriminate based on race, colour, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic.
We encourage applications from all qualified individuals and believe in fostering a workplace where everyone has the opportunity to thrive and succeed.
We are also a proud member of the Disability Confident Employer Scheme, demonstrating our commitment to supporting disabled individuals in the workplace.
If you require any support or adjustments to interact with us, please let us know.
Department Clinical Diagnostics Locations Manchester Remote status Hybrid Yearly salary £29,000 Employment type Full-time
#J-18808-Ljbffr
Application Support Technician employer: Magentus
Magentus is an exceptional employer, offering a dynamic and flexible working environment in the heart of London or Manchester, where innovation meets healthcare technology. With a strong commitment to employee growth through continuous learning opportunities, competitive benefits, and a culture that values teamwork and inclusivity, we empower our staff to make a meaningful impact on healthcare outcomes. Join us in transforming digital healthcare while enjoying a supportive atmosphere that prioritises your well-being and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Technician
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Magentus. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Magentus before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Application Support Technician
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Magentus:Your cover letter is your chance to shine! Tell us why you want to work at Magentus specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Magentus!
How to prepare for a job interview at Magentus
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
