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Position Name: Customer Support Analyst

Permanent

Location: Remote - Preferable to be based in Bristol area

Skills: Application support experience, SQL, previous experience with TFCloud / Technology Forge Cloud software

About Civica:
We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local government to central [federal] government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

Requirements

Role duties -

  • To provide 1st and 2nd line support to the Civica Property Management’s customer base.
  • To log, monitor, respond, investigate, and provide accurate application guidance on reported incidents and requests for service.
  • Ensuring support calls are managed in accordance with the impact and urgency and contractual Service Level Agreement, whilst ensuring a high level of customer service throughout.
  • To provide education to the customer base in the form of written Knowledge Base Articles and videos.

 Skills / Experience required -

  • Educated to A-Level standard
  • Customer service experience
  • Excellent written and verbal communication skills with a strong commitment to customer service excellence.
  • An analytical approach to problem solving
  • Self-motivated
  • An enthusiastic and positive approach
  • Excellent telephone manner
  • Must be motivated and keen to learn
  • Competent in MS Excel and familiar with other MS Office products


Desired skills -

  • Experience of the TFCloud product (TechForge Cloud)
  • Educated to Degree level.
  • An interest in IT
  • Experience with SLA’s and KPI monitoring.
  • Training experience
  • Previous application support experience
  • SQL experience

Benefits

Benefits | Life at Civica: Life at Civica is fun and flexible. We have the following benefits that make us – one of the top employers of choice and a great place to work.

Civica Foundation | Giving Culture: We encourage our people to take advantage of our Days of Difference initiative that makes a lasting impact in the community through goodness and charity.

Civica Culture | Work life balance and Blended working: Flexible working, less commuting and more time with friends and family gives a perfect work life balance to our people.

Learning and Development | Growth Opportunities: Civica has a unique 70:20:10 learning model, which supports your learning demands in an interesting, challenging & fun way!

Benefits

  • Employee Wellbeing: Being a people-first company, we have integrated health and wellbeing benefits for our members and their family. We have a team of Mental Health Champions working hard to change the stigma around Mental Health. We routinely run awareness workshops to ensure our colleagues better understand how Mental Health can impact your day-to-day life.
  • Generous Leave Policy: Civica allows you to take time off from work with generous leave benefits.
  • Rewards and Recognition: We recognise and appreciate our colleagues for their contribution by monetary/non-monetary recognitions and rewards.
  • Tenure Milestone Recognition: We value and recognise the years of service of our people.
  • Employee-led Affinity Groups: Civica has different affinity groups in place, where people can share experiences and put forward their ideas, suggestions and recommendations to make Civica an even more inclusive organisation for everyone. Our groups are for anyone who wants to support and ally with that community.
  • Days-of-Difference: Every year Civica colleagues are encouraged to use up to three days of fully paid leave, to volunteer at a charity of their choice.

Civica Accolades:

‘Investors in People’ – Gold: We prioritise the development of our colleagues to match their ambition.

Great Place to Work: We are dedicated to create an outstanding employee experience.

Financial Times - Diversity Leader 2023: We’re committed to maintaining an inclusive and supportive culture.

Top rated employer – Glassdoor: Our average length of service is 9 years.

Societal Impact: Our solutions impact positive societal change, supporting local Authorities, Schools, Police forces, the NHS and numerous Central Government offices.

Civica is a Diversity Leader, ranked as one of the top European companies for workplace diversity and equality - Financial Times 2023.

Civica is 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. Civica 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.

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