Level 1 Support Analysts - Customer

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities. 

Civica is on the lookout for a highly motivated and dynamic L1 Support Analyst, someone who not only possesses extensive experience across a diverse range of technologies and platforms but also showcases a strong passion for innovation and problem-solving. We seek an individual who is eager to immerse themselves in the exciting environment of a multicultural software company, where collaboration and creativity are highly valued.

Why you'll love this role as Level 1 Support Analyst at Civica

• Help deliver exceptional support to Civica's customers through digital channels, whether addressing new inquiries or ongoing cases. Your role will ensure a solid understanding of each customer's identity and their unique support needs.
• Lodgement and triage of new incident and request cases in Civica’s case management system within service targets/KPIs. 
• Leverage own expertise, analytical and problem-solving skills, professional relationships and available knowledge and other product documentation to troubleshoot customer support cases through to closure as quickly and efficiently as possible.
• Coordinate and complete recuring tasks such as data extracts and reporting
• To complete the initial triage of cases logged via the Customer Portal followed by closing or assigning the case to the relevant analyst/engineer as required and guided by available knowledge-based articles.

Requirements:
What you will need to be successful in this role

• Qualification in an Information Technology, Business or related discipline and/or relevant workplace experience.
• Record and manage customer support cases through to closure, maintaining accurate records of all investigations conducted, work performed, changes made and customer interactions, ensuring customers are kept appropriately informed, and internal notes are maintained for all progress notes not appropriate to the customer audience.
• Proven customer service skills with strong active listening and clear communication across various channels. Ability to select the most effective medium for communication.
• Experience operating an IT customer support case management system and an operational understanding of service desk concepts and processes.
• Ability to perform basic SQL database queries.
• Demonstrable ability to operate Microsoft Windows/Office software.
• Experience with infrastructure, network or end-user compute technologies.
• A working knowledge of Windows Server Active Directory, Microsoft Exchange, Microsoft SQL Server and/or Citrix technologies.

If you thrive in diverse teams and are driven by the opportunity to make a significant impact through your technical expertise, we would love to hear from you.

Benefits:
Why you'll love working with us.

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different - and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.

Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes.