Technical Support Consultant

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

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

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

About role:

Exceptional opportunity for a Technical Support Consultant to join our Health Business Unit in a permanent position. Your primary focus will be to provide outstanding customer support to our clients by assisting with troubleshooting and fixing technical issues for are application support products.

Responsibilities:

As a Support Consultant you will be responsible for providing excellent customer service, application support for products and services in line with the Service Desk and assist customers with general enquiries, level 1 support, and tailored advice.

In addition, you will be responsible for adhering to current Service Management policies, processes, and procedures (for example, ticket handling policy, incident management, request fulfilment, and problem management), as well as following all relevant business and information security processes as documented in the relevant management systems and provided by the team leader.

• We are looking for a Senior Technical Support Consultant with highly technical background, able to adapt and prioritize work, process driven and fantastic customer service skills. You will also have:
• The ability to perform detailed SQL querying to troubleshoot application and database problems
• Previous experience in an Application Support Service Desk role
• 1+ years’ experience working within a customer facing Service Desk environment at a 1st line level and have a strong customer service approach
• Proven track record which demonstrates the ability to meet or exceed KPIs and SLAs.
• Proficient in Microsoft Office 365 (Word, Excel, PowerPoint)
• Strong experience in Web technologies and Active Directory
• High attention to detail with strong problem solving skills
• Strong gravitas with liaising with internal and external stakeholders

We know that when our people are happy, they will work better and have greater work satisfaction. We are an Australian Business Awards Employer of Choice and a UK Financial Times Diversity leader for the second year in 2021, rising 400 places and ranking 10th overall in the IT and software sector. We work with leading organizations such as the Tech Talent Charter and White Ribbon 

So here at Civica, we look after you. Here’s what you can expect: 

Career opportunities - we take great satisfaction in seeing you grow and share your knowledge to other parts of our large business 

Flexible work - we have the technology and tools to support a hybrid work environment, with the ability to work from home and the office. 

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 enable you to grow and be your best. 

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.