Client Support Analyst

RP Data Pty Ltd.; Australia; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Wellbeing leave

Wellbeing allowance

Gym membership subsidy

Parental leave – Baby Bucks

Bravo rewards program

Calm app subscription

Job summary

Cotality is seeking a Client Support Analyst to join its Australian team. You will configure, support, and enhance client experiences with the Prime platform, engaging directly with clients and collaborating with internal teams to ensure optimal performance and satisfaction.

In this role you will manage high-volume support, perform troubleshooting, and drive process improvements while working in a hybrid model across Australia and New Zealand.

Qualifications

• Experience managing a high-volume support desk with ticket triage, resolution, and troubleshooting.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication and interpersonal abilities.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Familiarity with ticketing systems.
• Experience in building/trade/property workflows is advantageous.
• Knowledge of the Prime Ecosystem platform is a plus.

Responsibilities

• Investigate and resolve client issues via tickets, calls, or meetings with timely solutions.
• Set up and configure new client instances of the Prime platform per requirements.
• Engage with clients to understand needs and update Prime configurations.
• Conduct regular implementation reviews and recommend process improvements.
• Analyze support ticket trends to identify recurring issues and training gaps.
• Collaborate with clients and internal teams to design system solutions.
• Provide support to the Operations team and contribute to continuous improvement.

Skills

Support desk triage

Technical troubleshooting

Analytical skills

Written and verbal communication

Multitasking

Ticketing systems

Industry knowledge: building/trade

Prime Ecosystem knowledge

Job description

Job Description

We are seeking a Client Support Analyst to become an integral member of Cotality’s Australian team. The Client Support Analyst plays a pivotal role in configuring, supporting, and enhancing 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 problem-solving and delivering exceptional client experiences within the property insurance claims industry, we want to hear from you.

What You Will Be Doing

• Investigate and resolve client issues through support tickets, phone calls, or virtual meetings, ensuring timely and effective solutions
• Set up and configure new client instances of the Prime platform, ensuring alignment with client-specific requirements and business processes
• Engage with existing clients to understand evolving needs and implement changes or enhancements to their Prime configurations
• Conduct regular implementation reviews to identify process improvements and provide strategic recommendations that help clients maximise the value of the Prime ecosystem
• Analyse support ticket trends to identify recurring issues, training gaps, or opportunities for system improvements
• Collaborate with clients and internal stakeholders to design and implement system solutions that drive client outcomes and satisfaction
• Provide support to the broader Operations team, contributing to shared goals, knowledge sharing, and continuous improvement initiatives

Job Qualifications

We welcome applications from system configuration specialists, process-minded support professionals, and those who bring a proactive attitude and a strong desire to learn.

• Essential: Demonstrated experience managing a high-volume support desk, including ticket triage, resolution, and technical troubleshooting
• Strong analytical and problem-solving skills
• Excellent written and verbal communication alongside strong interpersonal abilities
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Familiarity with ticketing systems

Preferred: Experience working with or within building, trade, or property businesses (understanding workflows from receiving a job through to invoicing is a real advantage)

Knowledge of the Prime Ecosystem platform

Why Join Cotality

• In addition to modern offices across Australia and New Zealand, our hybrid working model provides you with the opportunity for flexible working conditions that work best for you and the business
• 10 half days of Wellbeing leave each year to help you recharge and access to our Employee Assistance Program
• $600 AUD annual wellbeing allowance for gym memberships, wellness apps, ergonomic gear and more
• Generous Parental leave offering, $750 AUD in Baby Bucks and our peer recognition turned into rewards program - Bravo!
• Free subscription to the Calm app as well as other mindfulness tools, online health and nutrition courses
• Complimentary access to Australia’s most comprehensive property research platforms including RP Data and exclusive employee-only market updates and access to the industry’s best property experts
• Two community and volunteer leave days each year to support meaningful causes and our charity partners

Cotality's Diversity Commitment

Research suggests some candidates may hesitate to apply unless they meet every listed requirement. If you’re excited about this role but your past experience doesn’t align perfectly, we still encourage you to apply!

We welcome applications from people of all backgrounds and particularly encourage women and underrepresented groups to apply.

Cotality is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences and values.

We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package.

We are better together when we support and recognize our differences.

Equal Opportunity Employer Statement

Cotality is proud to be an Equal Opportunity Employer, committed to fostering a diverse, inclusive, and respectful workplace across Australia and New Zealand.

We recruit, hire, train, and promote individuals based on merit, qualifications, and business needs, without regard to race, ethnicity, colour, national origin, citizenship, religion, sex, sexual orientation, gender identity, age, marital or family status, disability, or any other characteristic protected by applicable laws.

We are committed to providing equal employment opportunities and maintaining a drug-free workplace free from discrimination, harassment, and bullying.