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Client Support Specialist

1 week, 5 days ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Civica

Civica

Civica is a global leader in public sector software, providing digital solutions and managed services to transform customer experience and operational efficiency for over 3,000 organizations worldwide.

Internet Software & Services
1K-5K
Founded 2002
View All Jobs 8

Description

  • Deliver customer service and application support in line with service levels and company values.
  • Diagnose, troubleshoot, and resolve complex customer issues using a customer-centric approach.
  • Maintain accurate records of customer interactions, work completed, and system changes.
  • Follow service management processes, ticket handling procedures, and information security and compliance requirements.
  • Continuously build technical, customer service, and process knowledge to perform effectively.
  • Identify recurring issues and contribute to knowledge management and process improvement efforts.
  • Manage workload proactively while collaborating with team members to meet productivity, quality, and operational targets.
  • Coordinate escalations and work with developers and technical teams to resolve incidents.
  • Support customers in maximizing the value of Civica’s software solutions.

Requirements

  • 1–3 years of experience in application support.
  • 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.
  • Strong teamwork and collaboration skills in a technical support environment.
  • Analytical and problem-solving skills with the ability to investigate and resolve complex issues.
  • Proficiency with Microsoft Office tools such as Word and Excel.
  • Experience coordinating escalations with developers and technical teams.

Benefits

  • Medical, dental, and vision coverage with competitive employer contributions and flexible plan options, including 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 employer match up to 50% of employee contributions, up to 6%.
  • Paid time off that increases with tenure, plus company-observed holidays.
  • Up to three paid volunteer days each year through Civica’s Days of Difference program.
  • Expected salary range of $60,000 to $79,000 USD annually, with final compensation based on experience, skills, and geographic location.
  • This position is not eligible for employment visa sponsorship.

Interested in this position?

Apply directly on the company website

Apply Now

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