Customer Support Analyst

Hybrid (Southbank office/Home)

12-month FTC

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 Gov Tech 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.

This is a varied customer-focused role within Civica Engagement Solutions, where you’ll help customers get the best from our SaaS products and enjoy a brilliant experience at every stage. You’ll answer questions, solve problems, support training and act as a trusted contact for a selection of customers.

You’ll also play an important role in bringing new customers on board, leading the implementation and configuration of Engagement Solutions from initial requirements through to go-live. Working closely with colleagues across product, sales and the wider business, you’ll share customer feedback, improve how we work and support the continued growth of our solutions.

• Support customers by telephone, email and online, understanding their needs and providing clear, practical solutions.

• Accurately log and manage customer requests using the internal case management system, keeping customers and colleagues updated.

• Act as the named contact for a selection of customers, taking part in review meetings and regular catch-ups.

• Lead the implementation, configuration and project management of new client systems from initial requirements through to successful go-live.

• Deliver customer training, including face-to-face sessions where appropriate, and help develop e-learning, videos and webinars.

• Share customer ideas and requests with the product management team to support product development and service improvement.

• Build a strong understanding of Civica Engagement Solutions products and services, keeping up to date with relevant sector developments.

• Maintain data confidentiality and follow relevant data protection, ISO 9001 and ISO 27001 processes and guidance.

• Work collaboratively across teams, share knowledge and support colleagues to deliver a consistently high-quality customer experience.

• Contribute to demos, pitches, conferences and events where appropriate, supporting the growth of relevant product areas.

• Identify opportunities to improve our services, processes and solutions, and help put positive changes into practice.

• Experience in a customer-facing role supporting SaaS solutions, and/or experience within the NHS or patient experience sector.

• Experience in one or more of the following areas: engagement, communications, healthcare, business intelligence, big data, IT or market research.

• Excellent written and verbal communication skills, with a genuine desire to help and support customers.

• Strong organisational skills, attention to detail and the ability to manage several priorities effectively.

• Confidence using SaaS products and other software tools, including Microsoft Word and Excel.

• The ability to understand and work with data and numbers.

• A collaborative, proactive approach, with strong problem-solving skills and an interest in improving and innovating solutions.

There is no such thing as the perfect candidate, so if you think you have what it takes but don't necessarily meet every single point on the list above, please still get in touch. We'd love to have a chat and see if you could be a great…