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
- Act as the first point of contact for external customers and internal users, providing technical support via email, phone, and chat
- Diagnose, troubleshoot, and resolve complex software and system issues
- Log and track support cases using tools like Zendesk and adhere to Service Level Agreements (SLAs)
- Escalate complex or unresolved problems to engineering or development teams while maintaining ownership through resolution
- Contribute to and maintain the knowledge base by creating and updating articles, documentation, and internal wikis
- Act as a liaison between users and the product team, providing feedback on recurring issues and user needs
- Balance and prioritize different types of requests from a diverse user base
- Report to the VP of Product Operations
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related area
- Proven experience in a technical support role, ideally in a fast-paced environment supporting a technical product
- Experience using technical support ticketing systems, such as Zendesk
- Strong customer service skills with the ability to manage and prioritize multiple, competing requests from various user groups
- Excellent written and verbal communication skills in English
- Exceptional problem-solving skills with a methodical and patient approach to troubleshooting
- A strong understanding of software development concepts and common technical terminology
- Eager to learn and motivated to expand technical skills; experience with developer tools is a plus
- Ability to work independently and as part of a collaborative team
- Ability to balance different types of user requests and maintain a high degree of motivation
Benefits
- Employer Paid Life & Health Insurance
- Home Office Reimbursement
- Technology Allowance
- Certification Reimbursement
- BeneficiaT Discount Loyalty Program
- Personalized Career Coaching
- Generous Paid Time Off
- Paid Office Closure December 25-January 1
- Summer Hours
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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