Civica US is hiring a
Customer Support Analyst in United Kingdom

Summary

The job is for a Customer Support Analyst at Civica. The role involves providing support to the property management customer base, ensuring adherence to SLAs, creating educational materials, and maintaining high customer service standards. The ideal candidate should have A-Level education, customer service experience, excellent communication skills, an analytical approach, self-motivation, a positive attitude, competency in MS Excel, and a good telephone manner.

Requirements

• Educated to A-Level standard
• Customer service experience
• Excellent written and verbal communication skills with a strong commitment to customer service excellence
• An analytical approach to problem solving
• Self-motivated
• An enthusiastic and positive approach
• Excellent telephone manner
• Must be motivated and keen to learn
• Competent in MS Excel and familiar with other MS Office products

Responsibilities

• Provide 1st and 2nd line support to the Civica Property Management’s customer base
• Log, monitor, respond, investigate, and provide accurate application guidance on reported incidents and requests for service
• Ensure support calls are managed in accordance with the impact and urgency and contractual Service Level Agreement (SLA), whilst ensuring a high level of customer service throughout
• Provide education to the customer base in the form of written Knowledge Base Articles and videos

Preferred Qualifications

• Experience of the TFCloud product (TechForge Cloud)
• Educated to Degree level
• An interest in IT
• Experience with SLA’s and KPI monitoring
• Training experience
• Previous application support experience
• SQL experience

Benefits

• Flexible working, less commuting and more time with friends and family gives a perfect work life balance to our people
• Civica Foundation | Giving Culture: We encourage our people to take advantage of our Days of Difference initiative that makes a lasting impact in the community through goodness and charity
• Employee Wellbeing: Being a people-first company, we have integrated health and wellbeing benefits for our members and their family. We have a team of Mental Health Champions working hard to change the stigma around Mental Health
• Generous Leave Policy: Civica allows you to take time off from work with generous leave benefits
• Rewards and Recognition: We recognise and appreciate our colleagues for their contribution by monetary/non-monetary recognitions and rewards
• Tenure Milestone Recognition: We value and recognise the years of service of our people
• Employee-led Affinity Groups: Civica has different affinity groups in place, where people can share experiences and put forward their ideas, suggestions and recommendations to make Civica an even more inclusive organisation for everyone. Our groups are for anyone who wants to support and ally with that community
• Days-of-Difference: Every year Civica colleagues are encouraged to use up to three days of fully paid leave, to volunteer at a charity of their choice