Work for MAGIC

Customer Support Officer

About us

MAGIC provides a nurturing, inclusive, and fun working environment where all employees are supported and valued. Our mission is to improve patient care by providing trustworthy decision-support through an enhanced evidence ecosystem with the highly advanced MAGIC authoring and publication platform (MAGICapp) at the core.

MAGIC is funded by a combination of licencing income from MAGICapp, consultancy work and research grant income, including multiple European Union research projects.

What you would be doing at MAGIC

As our customer support officer, you will be critical to helping our customers succeed with MAGICapp. You will coordinate support activities, answer queries from the helpdesk and triage queries to others depending on the nature of the support needed. Initially, you will be the only dedicated customer support officer, but we expect this team to grow over time. In particular, the role will cover:

• First line support on our helpdesk system, working to service level agreements for response time.
• Coordination of support where others are involved, e.g. escalating support tickets to other team members as required.
• Administration around support, e.g. tagging tickets to contracts to ensure accurate reporting and billing is possible.
• Creating help articles or videos to help customers achieve more self-service support.
• Providing product demonstrations to customers (when capacity allows).
• Collaborating on reporting for support activities.

About you

First and foremost, you will be tech savvy and a quick learner who jumps in and works things out for themselves, so that you can quickly familiarise yourself with MAGICapp to a level where you can help others.

From a customer service perspective, you will be able to put yourself in the shoes of the customer to think about the best ways to support them and make them feel valued and supported by MAGIC. We want everyone to have a fantastic experience of engaging with MAGIC.

From a knowledge perspective, you will ideally have an understanding of the health evidence world. Perhaps you have been working in evidence synthesis before, or you have an understanding of guideline processes. Maybe you even have a good grasp of GRADE and why it matters in guidelines. You don’t need to be a methodologist, but an understanding of the health evidence sphere is really helpful and a willingness to learn more is essential.

In more detail, these are the sort of skills and experiences we are looking for:

• Experience in some form of customer facing role where you have delivered a great customer experience.
• Tech savvy – good grasp of regular software such as MS Office; some experience of helpdesk or ticketing systems would be great; some experience with software in health evidence, e.g. Covidence, RevMan Web, or even MAGICapp would be amazing! Most importantly, a quick, intuitive learner when it comes to tech.
• High attention to detail and accuracy

You will also have great interpersonal and other skills including:

• Ability to manage competing priorities and manage time effectively
• Ability to work professionally and sensitively with high profile clients
• Excellent verbal and written communication skills in English (additional languages are a bonus)
• Well-developed interpersonal skills and a natural team player
• A sociable, flexible, and happy mood!

You may not have all the experience or skills listed in this vacancy but do not let that automatically put you off applying. If you have relevant experience and feel you would be a good fit for this role, we would love to hear from you – see contact information below if you want to ask questions.

What we can offer you

• A salary of approximately €45,000 per annum
• A diverse and inclusive working environment, with extremely dedicated staff and MAGIC collaborators
• Flexibility around the hours for this role. We will consider applications for anything from half-time to full-time and we are open to flexible working outside of a traditional 9 to 5 pattern.
• This role can either be a remote working opportunity based anywhere in the world (on a consultancy contract) or an office-based opportunity in Oslo where we are based (on a full employment contract).

How to apply

If you are interested in being considered for this position, please view the content on this website to find out more about MAGIC. Applications require two parts:

Part 1 is a Curriculum Vitae outlining your experience.
Part 2 is your answers to the following questions (answers of no more than 250 words per question):

1. What motivates you to work for MAGIC?
2. What makes you great at customer support?
3. Why do you enjoy working with technology?

Please send your completed application to applications@magicevidence.org.

If you have any questions about the role, please email them to Chris Champion, Chief Operating Officer, chris@magicevidence.org.

We are aiming to recruit quickly for this role and would encourage applications to be submitted by 17:00 CET on 15th January. We may extend the deadline by a further week depending on the number of applications received.