Client Support Analyst

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

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

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.

• 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?

Cotality has a culture of collaboration- we champion ownership, initiative and leadership! To support your whole self, our benefits are built to help you thrive at work and in life.

• 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.