Application Support - Customer - Daymap (P703)

Civica; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Flexible work arrangements

Volunteer leave

Inclusive and welcoming environment

Job summary

A technology solutions provider is seeking an Application Support – Level 1 to deliver timely customer support for the Daymap system. This role requires strong communication skills, a customer-first attitude, and familiarity with cloud-based applications. The ideal candidate will be customer-focused, enjoy problem solving, and thrive in a collaborative team environment. This position is based in Melbourne, Victoria and offers a flexible working arrangement.

Qualifications

• Previous experience in an application support role.
• Confident in written and verbal communication with a focus on customer experience.
• Familiarity with cloud-based applications or SaaS environments.

Responsibilities

• Be the first point of contact for customers as Level 1 Application Support.
• Diagnose and resolve incidents, prioritise customer needs.
• Accurately log all customer interactions in internal systems.

Skills

Strong communication skills

Collaborative mindset

Customer-first approach

Ability to read, write, or understand SQL

Job description

Overview

Civica develops software that supports critical public services for citizens around the world. We partner with local to state government, education, health and care providers, delivering solutions used by public bodies to serve over 100 million citizens. This role is part of the Daymap team as an Application Support – Level 1, focused on delivering timely, professional customer support and problem resolution.

We are looking for a driven, customer-focused individual who enjoys solving problems, helping people, and working in a collaborative team.

Responsibilities

• Be the first point of contact for customers as Level 1 Application Support for the Daymap system
• Diagnose and resolve incidents, prioritise customer needs, and deliver solutions with a strong customer-first approach
• Accurately log all customer interactions in internal systems to ensure consistency and transparency
• Handle tickets daily, escalate where needed, and collaborate with Level 2 and Level 3 teams to troubleshoot complex issues

Qualifications

• Previous experience in an application support role
• Strong communication skills, including active listening and ability to explain technical information clearly to technical and non-technical audiences
• Confident in written and verbal communication with a focus on a positive customer experience
• Collaborative mindset and ability to work effectively in a team
• Familiarity with cloud-based applications or Software as a Service (SaaS) environments
• Eagerness to learn and a proactive approach to picking up new technologies and processes
• Ability to adapt to change and work in a dynamic environment
• Experience or understanding of education or schools sector operations is a plus
• Ability to read, write, or understand SQL for querying databases or troubleshooting issues

Benefits

• Inclusive, safe, and welcoming environment with opportunities to grow
• Volunteer leave and a culture that encourages giving back
• Flexible work arrangements and tools to support remote work with occasional office visits

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. We believe diversity of experience contributes to a broader perspective and better outcomes. We encourage applications from Aboriginal and Torres Strait Islander peoples of Australia.