Client Success & Support Analyst, Prime Platform

Prime Ecosystem Pty Ltd; Brisbane; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Wellbeing leave (10 half days)

Gym/Wellness allowance

Baby Bucks ($750)

Calm app subscription

Employee Assistance Program

Hybrid work model

Volunteer leave days

Job summary

Cotality is seeking a Client Support Analyst to join our Australian team. You will configure and support the Prime platform, engage with clients directly, troubleshoot issues, and collaborate with internal teams to ensure optimal system performance and client satisfaction.

The role emphasizes problem-solving, proactive service, and delivering exceptional client experiences within the property insurance claims space. Hybrid work across Australia and New Zealand is offered.

Qualifications

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

Responsibilities

• Investigate and resolve client issues through tickets, calls, or virtual meetings with timely solutions.
• Set up and configure new client instances of the Prime platform per client requirements.
• Engage with clients to understand needs and implement changes to Prime configurations.
• Conduct regular reviews to identify process improvements and strategic recommendations.
• Analyse support ticket trends to identify recurring issues and training gaps.
• Collaborate with clients and internal stakeholders to design system solutions.
• Provide support to the Operations team and contribute to ongoing improvements.

Skills

High-volume support

Analytical thinking

Communication skills

Multitasking

Ticketing systems

Tools

Ticketing systems

Job description

Cotality is seeking a Client Support Analyst to join our Australian team. You will configure and support the Prime platform, engage with clients directly, troubleshoot issues, and collaborate with internal teams to ensure optimal system performance and client satisfaction.

The role emphasizes problem-solving, proactive service, and delivering exceptional client experiences within the property insurance claims space. Hybrid work across Australia and New Zealand is offered.