Client Success Analyst, Prime Platform (AU)

Prime Ecosystem Pty Ltd; Australia; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid working model

Wellbeing leave (10 half days)

Wellbeing allowance 600 AUD

Parental leave

Job summary

Cotality in Australia is seeking a Client Support Analyst to configure, support, and enhance client experiences with our Prime platform.

This role involves direct client engagement, technical troubleshooting, and collaboration with internal teams to ensure optimal system performance and client satisfaction. If you thrive on solving problems and delivering exceptional client experiences in the property insurance claims space, we want to hear from you.

Qualifications

• Experience managing a high-volume support desk with ticket triage, resolution and troubleshooting.
• Strong analytical and problem-solving skills are essential.
• Excellent written and verbal communication with strong interpersonal abilities.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Familiarity with ticketing systems and case management tools.

Responsibilities

• Investigate and resolve client issues through tickets, calls, or meetings, ensuring timely solutions.
• Set up and configure new client instances of the Prime platform aligned to client requirements.
• Engage with clients to understand evolving needs and implement changes to Prime configurations.
• Conduct regular implementation reviews to identify process improvements and provide strategic recommendations.
• Analyse support ticket trends to identify recurring issues and training gaps.
• Collaborate with clients and internal teams to design system solutions that drive outcomes.
• Provide support to the broader Operations team and contribute to continuous improvement initiatives.

Skills

High-volume support

Analytical thinking

Problem solving

Communication skills

Multitasking

Tools

Ticketing systems

Job description

Cotality in Australia is seeking a Client Support Analyst to configure, support, and enhance client experiences with our Prime platform.

This role involves direct client engagement, technical troubleshooting, and collaboration with internal teams to ensure optimal system performance and client satisfaction. If you thrive on solving problems and delivering exceptional client experiences in the property insurance claims space, we want to hear from you.