Civica
software
Level1SupportAnalyst
“Level 1 Support Analyst at Civica. Skills: Level 1 Support, customer support case management system, service desk concepts and processes, troubleshooting. Help deliver exceptional support to Civica's customers through digital channels, whether addressing new inquiries or ongoing cases. Lodgement and triage of new incident and request cases in Civica’s case management system within service targets/KPIs”
What You'll Achieve.
ensure a solid understanding of each customer's identity and their unique support needs; service targets/KPIs; closing or assigning the case to the relevant analyst/engineer as required
Industry & Context.
passion for problem-solving; analytical and problem-solving skills
What They're Looking For.
Must Have
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 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
Nice to Have
passion for innovation and problem-solving, eager to immerse themselves in the exciting environment of a multicultural software company, where collaboration and creativity are highly valued
What You'll Do.
Help deliver exceptional support to Civica's customers through digital channels
whether addressing new inquiries or ongoing cases
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
How You'll Work.
Team & Collaboration
collaboration and creativity are highly valued; thrive in diverse teams
Communication Scope
clear communication across various channels; Ability to select the most effective medium for communication; customers are kept appropriately informed
Applying for this Level 1 Support Analyst role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Civica?
Real rants from real employees. Read before you apply.