Level 1 Engagement Analyst

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.

Why you'll love this role as Level 1 Engagement Analyst at Civica

Our primary goal is to foster a positive and fulfilling customer experience by serving as a dedicated single point of contact for our clients. This involves not only assisting customers in the lodgement of new cases but also providing timely updates on existing inquiries.

We are committed to taking complete ownership of each situation, diligently seeking out answers to any questions the customer may have, and ensuring transparency throughout the process. Additionally, we will handle the processing of escalation requests with the utmost care, ensuring that any issues requiring higher-level attention are addressed promptly and efficiently.

In our efforts to enhance customer satisfaction, we strive to swiftly fulfil or resolve small, repeatable, or easily manageable issues.

Our approach is to tackle these concerns head-on and as promptly as possible, ensuring that our customers can return to their activities with minimal disruption.

• Engage with and support Civica’s customers by telephone or digital channels when they are seeking assistance with a new or existing case ensuring a correct understanding of who the customer is and what their engagement needs are.
• Lodgement and triage of new request cases in Civica’s case management system within service targets/KPIs.(where applicable)
• Receive and respond to customer enquiries related to existing cases, recording the enquiry/update and all response actions on the related case.
• Lodgement of case escalation requests received from a customer.
• Develop a confidence-based relationship and reputation with customers through provision of high-quality service.
• Management of customers’ expectations, where required, based on a sound understanding of the related case, its business impact or requirements and the current status/progress within the lifecycle.

By focusing on efficiency and effectiveness in resolving such matters, we aim to reinforce our commitment to outstanding service.

Requirements

What you will need to be successful in this role:

• Qualification in an Information Technology, Business or related discipline and/or relevant workplace experience.
• Demonstrable customer service skills with an ability to listen actively and to delivery key messages in written, verbal and face to face communications (and to understand which is the appropriate medium for each communication).
• Experience operating an IT customer support case management system and an operational understanding of service desk concepts and processes.
• Sound analytical troubleshooting skills.
• Demonstrable commitment to meet and exceed service targets and KPIs.
• Demonstrable inter-personal and relationship development skills.
• Demonstrable ability to work independently and in a team environment with minimal supervision.

Benefits

Why you'll love working with us

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different - and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans - 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.

Flexible Work - Flexible work – we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it.