Customer Support Analyst - Level 2 (Carelink)

About Civica and the Role

Civica delivers software solutions that support essential public services worldwide. Serving over 5,000 public entities and impacting more than 100 million citizens, Civica contributes significantly to sectors including government, education, and health care. With over two decades of constant growth, Civica is committed to becoming a leading GovTech provider globally.

This role focuses on delivering excellent customer support for Civica's Carelink software within the health and community care sector. Positioned within a collaborative team, it involves working closely with clients and internal stakeholders to resolve problems, enhance system performance, and ensure service meets defined SLAs.

Key Responsibilities and Environment

The role offers valuable exposure to a specialized healthcare software suite in a mission-driven context. It blends customer interaction, problem analysis, and technical support to sustain reliable and efficient service delivery of critical healthcare tools.

Required Qualifications and Skills

• Proven track record in IT or software customer support environments
• Strong problem-solving abilities with a structured approach to technical issue resolution
• Experienced in juggling multiple support queries while maintaining quality standards
• Adept at prioritizing tasks and escalating issues when necessary
• Effective working both autonomously and within team settings
• Competent in customer engagement to ascertain needs and assist software use
• Familiarity with software applications in large or enterprise organizations
• Excellent verbal and written communication skills, capable of simplifying technical information
• Skilled in maintaining detailed documentation, including knowledge bases and logs
• Commitment to continually updating product expertise and applying it to support challenges
• Professionalism and customer orientation in all interactions
• Experience with quality assurance processes or improving product/service standards

Desirable Skills

• Formal IT qualifications
• Experience with Carelink+ or comparable health and community care software
• Ability to write SQL queries
• Knowledge of Citrix environments
• Experience with Crystal Reports
• Familiarity with Windows in networked setups and Microsoft Office applications

Benefits and Company Culture

• Inclusive and supportive workplace promoting diversity for all associates
• Opportunities for personal and professional growth allowing employees to unlock their potential
• Encouragement of volunteerism via 'Days of Difference' leave for charity involvement
• Flexible working arrangements supported by modern technology with options to work remotely or onsite

Diversity and Equal Opportunity

Civica is an equal opportunity employer that values diverse perspectives to foster superior outcomes. The company actively encourages applications from applicants of all backgrounds including Aboriginal and Torres Strait Islander peoples. It is committed to creating a discrimination-free and welcoming environment where all employees thrive.