Service Centre Analyst - Sydney
Civica, Australia
Job Description
About Us
Civica (www.civica.com) is a market-leading specialist in business-critical software applications, digital solutions and managed services that help teams and organisations around the world to transform the way they work. Civica’s software and digital solutions are market leaders in their industries and are known globally. In Australia, our software and cloud solutions and services have powered some of the most important organisations in our communities; like schools, libraries, local councils and state agencies, community organisations, and others to help them meet the changing needs of the citizens they serve. 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. Want to join us and help continue our mission?
About the Role
The Service Centre Analyst act as L2 application support experts for our product suite.
Responsibilities
- Provide outstanding customer service, in line with service level commitments
- Respond to and manage support requests
- Work with the customer on process improvements
- 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:
- Prior experience supporting applications/software
- Demonstrated ability to build and manage relationships with stakeholders
- 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:
Civica is a Diversity Leader
At Civica we are committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel. We believe that diversity stimulates innovation, enables us to deliver better outcomes for people and communities, supports the growth of our people, and delivers great results for our customers. At Civica we recruit, promote and reward our people based on their contribution, regardless of gender, race, disability, religion/belief, nationality, ethnicity, sexual orientation, age or marital status.
What Next?
Do we sound like a good match? If so then we would love to hear from you! 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.
Please no agencies.