Hybrid Support Analyst

at Civica US

• Job title: Support Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: SQL
• Location requirements: Hybrid, London, United Kingdom

About the role

• Support Analyst providing technical support for 1st and 2nd line issues. Work with high-profile Government sector customers at Civica.

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 advantage, but not essential as these can be developed during your development at Civica.

Benefits

• 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.
• 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).
• 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.