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Summary:
- Civica provides software solutions for public sector services, helping over 5,000 public bodies serve more than 100 million citizens globally.
- The company aims to be a GovTech champion worldwide, supporting public sector needs.
- The Support Consultant will provide application support for Civica products, ensuring compliance with SLAs and maintaining customer relationships.
- Responsibilities include software setup, testing, and implementation while adhering to service management policies.
- The role encourages continuous improvement and adherence to Civica’s values and standards.
Responsibilities:
- Provide professional support and service excellence to Civica’s customers.
- Deliver application support for Civica products such as Dox, FreightPac, iCasework, and Saffron.
- Ensure compliance with service level agreements (SLAs).
- Maintain effective communication with customers, providing progress updates.
- Set up, install, and configure software, conducting thorough testing.
- Maintain accurate records of customer interactions and work activities.
- Follow Service Management policies, including incident and request handling.
- Contribute to continuous improvement by providing feedback and suggesting content updates.
Requirements:
- Strong customer focus with relationship-building skills.
- Knowledge of application and database support, including basic SQL querying.
- Familiarity with ITIL principles and Microsoft Office 365.
- Excellent analytical and problem-solving skills in software support.
- Strong verbal and written communication skills.
- Highly organized, detail-oriented, and good at time management.
- Willingness to learn and collaborate in a team environment.
- Knowledge of the Health Industry or related systems is a plus.
- Previous experience in a Service Desk or customer-facing role.
Benefits:
- Inclusive, safe, and welcoming work environment.
- Opportunities for professional growth and learning.
- “Days of Difference” leave to volunteer for a charity of choice.
- Flexible work arrangements with remote work options.
- Commitment to diversity, inclusion, and equal opportunity employment.
