Support Analyst

Civica; Manchester; Hybrid; GBP 25,000 - 35,000; Full time

Job description

We're Civica, and we create software that helps deliver critical services for citizens all around the world. From local government, to education, health, and care, over 5,000 public bodies across the globe use our software to provide essential services to over 100 million citizens.

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

We're looking for a Support Analyst to work on 1st & 2nd line support issues our clients may face. You will be passionate about developing your career and experience in Technical Support and will join a great team working with high-profile customers across the Government sector.

Responsibilities

• First line and second line support responsibility, ensuring that the customer's issues are clearly understood.
• Where possible/necessary, replication of the issues to enable the identification of the cause and potential resolution(s).
• Effective management of problems, escalating to more senior colleagues subject to urgency and/or the need for assistance.
• Configuring software where applicable.
• Testing, documentation and due diligence for completed implementations and upgrades.
• Communicate effectively with customers in advance of agreed tasks, provide progress updates during tasks and on completion, highlighting issues and recommending follow on actions.
• Liaise with specialist technical and software development staff.
• Communicate with our clients by various channels.
• Admin tasks as required, such as receipt validation.
• Creation of knowledge articles.
• Provide extended out of hours support where necessary.
• Any other related duties as required.
• Ability to act as an escalation point as required.

Requirements

• Experience of working within a dynamic support team.
• Excellent customer service skills and ability to deal with customer queries and complaints.
• Motivated to learn and prepared to learn new skills, both commercial and of a technical nature.
• Calm under pressure.
• Excellent communication skills, both written and verbal.
• Positive, proactive and self-motivated individual.
• Time management skills with the ability to work with minimum supervision.
• Ability to work independently recognising and setting priorities for self.
• Ability to work as part of a team.
• A willingness to provide out of hours Customer Support as part of a rota.
• Knowledge of or an aptitude for understanding organisational approaches to customer service and associated processes such as complaint handling.
• Good understanding of the role of the support team.
• Understanding of SQL and Web Services would be an advantage.
• Technical IT skills are an advantage, but not essential as these can be developed during your development at Civica.

Why Civica?

Above all in the markets we serve, people matter. Combining exceptional customer focus, experience and commitment, it is our people and values that sets us apart.

Civica has a strong track record as one of the fastest growing providers of our kind, driven by a clear strategy to help our customers address sustained and significant change and to transform the way they work.

Our people, their know-how and their commitment to do well for customers, colleagues and communities is our defining characteristic. So we continue to recruit and retain people with the values, ability and attitude to succeed.

Benefits

Time Off & Work-Life Balance:

25 Days Annual Leave + bank holidays - plus the option to buy up to 10 extra days!

Days of Difference - Up to 3 extra days off for volunteering.

Financial Well-being & Security:

Pension Contributions - 5% employer match to support your future.

Income Protection - Up to 75% salary cover for long-term illness.

Life Assurance - 4x salary tax-free lump sum.

Critical Illness Cover - £25,000 lump sum (extendable to dependents).

Health & Perks:

Private Medical Insurance - Fast access to private healthcare.

Health Cash Plan - Claim back physio, therapies & more.

Dental Insurance - Cover for routine & emergency care.

Affinity Groups - Join employee-led communities.

Bounty Bonus - Refer a friend & get rewarded.

Why You'll Love Working with Us

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

We know that when our people are happy, they work better and have greater job satisfaction. Here's what you can expect:

• Diversity & Inclusion: We're all different—and we love this about us. We provide an inclusive, safe, and welcoming environment to all Civicans, new and old.
• Focus on Learning: There are heaps of opportunities to help you grow and be your best. We encourage you to drive your personal development and career.
• Giving Culture: We encourage you to "give back" with benefits such as our Days of Difference leave, where you can volunteer for a charity of your choice.
• Flexible Work: We have the technology and tools to support you working in our hybrid environment.