Client Support Analyst — Prime Platform (Hybrid AU)

Cotality; Brisbane; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid working model

Wellbeing leave

Wellbeing allowance AUD 600 per year

Parental leave

Employee Assistance Program

Job summary

Cotality Australia is seeking a Client Support Analyst to join our Australian team. The role involves configuring, supporting, and enhancing client experiences with our Prime platform.

You will engage directly with clients, troubleshoot technically, and collaborate with internal teams to ensure optimal system performance and high client satisfaction. We welcome candidates with experience in high-volume support desks, strong analytical skills, and excellent communication.

Qualifications

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

Responsibilities

• 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

Skills

High-volume support

Analytical problem-solving

Written and verbal communication

Multi-tasking

Ticketing systems

Job description

Cotality Australia is seeking a Client Support Analyst to join our Australian team. The role involves configuring, supporting, and enhancing client experiences with our Prime platform.

You will engage directly with clients, troubleshoot technically, and collaborate with internal teams to ensure optimal system performance and high client satisfaction. We welcome candidates with experience in high-volume support desks, strong analytical skills, and excellent communication.