Level 2 Support Analyst troubleshooting advanced application issues for Civica, a GovTech software provider focused on public services. Collaborating with teams to enhance and resolve customer support cases.
About the role
- Deliver fast, helpful, and high-quality product support to customers via live chat, email, and voice channels.
- Troubleshoot complex product issues and guide users through platform configuration, use cases, and integrations.
- Supervise and correct AI responses, escalating complex or sensitive issues as needed.
- Educate customers about SafetyCulture products and features, aiming to make them self-sufficient.
- Use data, logs, and technical resources to find the root cause of problems and recommend long-term solutions.
- Document interactions and solutions clearly, ensuring full traceability and alignment with our quality framework.
- Collaborate with senior analysts, product teams, and training/quality to continually improve the customer experience.
- Contribute ideas and insights to help shape better support processes and product design.
- Close out cases with confidence, ensuring customers are satisfied and unblocked.
Requirements
- Experience in a customer-facing role, ideally in a tech or SaaS environment.
- Ability to troubleshoot complex software or system issues using logs, patterns, and internal tools.
- Strong written and verbal communication skills and the ability to explain technical concepts simply and clearly.
- Passion for helping people and a customer-first mindset.
- Comfort working with AI tools and willingness to adapt in a fast-changing environment.
- Proactive and collaborative—ready to “Be Bold, Bring Action” with ideas for improvements.
- Proficiency in English required and Spanish or Portuguese preferred.
Benefits
- Equity for full-time team members
- Commitment to inclusion in the recruitment process
- Opportunities for personal growth and self-sufficiency in product use
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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