CIC Application Support Analyst

Overview

Provide frontline support to Civica's customers across the UK and APAC regions, covering case triage, resolution and customer communication, and contribute to operational reporting and continuous service improvement.

What you'll do

• Deliver customer support through digital channels, addressing new inquiries and ongoing cases while understanding each customer's identity and unique support needs.
• Lodge and triage new incident and request cases in Civica's case management system within service targets/KPIs.
• Use your expertise, analytical and problem-solving skills, professional relationships, knowledge and product documentation to troubleshoot customer support cases through to closure as quickly and efficiently as possible.
• Coordinate and complete recurring tasks such as data extracts and reporting.
• Complete the initial triage of cases logged via the Customer Portal, then close or assign each case to the relevant analyst/engineer, guided by available knowledge-based articles.
• Support the development of a culture focused on customer satisfaction and service excellence.

What you'll need

• 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 investigations, work performed, changes made and customer interactions, keeping customers appropriately informed and maintaining internal notes for progress 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.
• Working knowledge of Windows Server Active Directory, Microsoft Exchange, Microsoft SQL Server and/or Citrix technologies.

Details

• Location: Vadodara, Gujarat, India.
• Flexible work options including part-time work, adjusted hours, staggered shifts, and hybrid or remote working, based on individual needs.