Deliver excellent customer service and application support in line with defined service levels and Civica values.
Diagnose, troubleshoot, and resolve complex customer issues using a customer-centric approach.
Maintain accurate records of customer interactions, work completed, and system changes in compliance with data protection and company policies.
Follow Service Management processes, ticket handling procedures, and information security/compliance requirements.
Continuously develop technical, customer service, and process knowledge to perform effectively in the role.
Contribute to continuous improvement by identifying recurring issues, improving knowledge management, and suggesting process enhancements.
Manage workload proactively while collaborating with team members to meet productivity, quality, and operational targets.

High-level understanding of supported applications, features, and functionality.
Proficiency in scripting languages or automation tools to improve support processes.
Familiarity with database systems, including querying and data manipulation.
Experience working with Local Government, SaaS environments or cloud-based applications specifically within Finance, Payroll or Income Tax.
Strong verbal and written communication skills with both technical and non-technical stakeholders.
Ability to manage, troubleshoot, and resolve incidents effectively within agreed timeframes.
Experience coordinating escalations with developers and technical teams.
Strong teamwork and collaboration skills in a technical support environment.
Analytical and problem-solving skills with the ability to investigate and resolve complex issues.
1–3 years of experience in application support, with proficiency in Microsoft Office tools such as Word and Excel.

Medical, Dental & Vision Coverage with competitive employer contributions and access to flexible plan options, including Health Savings Account (HSA) eligible plans
Employer funded Short Term Disability and shared cost Long Term Disability coverage
Company paid Life Insurance with optional voluntary life coverage
401(k) Retirement Plan with a generous employer match of up to 50% on employee contributions (up to 6%)
Paid Time Off (PTO) that increases with tenure, plus company observed holidays
Make a difference in your community through Civica’s Days of Difference—enjoy up to three (3) paid days off each year to volunteer and give back
Enjoy a balanced work life experience that recognizes achievements, celebrates success, and creates opportunities for connection, career growth, and employee engagement

Client Support Specialist

Key skills