Senior Support Lead
Civica, Australia
Job Description
About Us
Civica builds software and provides IT and digital transformation services to support some of the most important organisations in our communities; like schools, libraries, local councils and state agencies. We work with some of the largest health fund providers bringing their services into the digital age. Our products are market leaders; some of them are globally renowned.
Our team is proud to work within the sectors we do, where we make a real difference, contributing to the growth of the societies that we live in and accelerating the digital transformation of the public sector and associated markets. Want to join us and help continue our mission?
About the Role
Exciting opportunity for a Senior Support Lead to partner with our customer and drive the way forward. Sphere heading the onsite analyst function, you will be pivotal to moving from project to operational mode. This will see you championing the future way as you work closely with internal and external stakeholders to identify the best options for the customer. Based in Adelaide, you will be joining a small team with plenty of growth.
Responsibilities
- Work collaborate with the customer to establish, negotiate, and define process as the team continues to evolve
- Model customer centric behaviours and establish best practice with customer in mind
- Drive continuous improvement through the reporting, problem, and knowledge cycle.
- Improve customer satisfaction through reducing time to resolution and increasing First Line Fix rates
About You
You will have experience working within a customer facing environment and have a strong customer service approach.
You will also have:
- Demonstrated ability to build and manage relationships with stakeholders
- Proven leadership and coaching experience
- Strong process management amp; issue management experience
- Previous experience in an IT Application environment will be highly regarded
- Excellent analytical and problem-solving techniques in software application support
- Excellent verbal and written communication skills; communicating in a friendly and supportive manner
Your Benefits
At Civica we believe our people are our biggest asset and we pride ourselves on cultivating a supportive and modern working environment; whilst providing you with the tools you need to get the job done. We will offer what you would expect in today’s modern work environments:
- Join a growing and successful business
- Genuine career development
- Flexible working conditions
What Next?
Do we sound like a good match? If so then we would love to hear from you so apply now! Please include a cover letter outlining how your experience, aspirations and values are a match, along with your resume and we will take it from there.
Civica is an equal opportunity employer and welcomes applications from all sections of the community.
No agencies please, we will reach out if we need to!