Income Management Support Specialist

Civica; Manchester; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

25 days annual leave plus bank holidays

Volunteer days

5% employer pension match

Private medical insurance

Bounty bonus for referrals

Job summary

A public-sector software company is seeking a Support Analyst for its Income Management team in Manchester. The role involves resolving customer issues with cloud-based platforms for local government and public-sector clients. Responsibilities include ticket management, fault investigation, and collaboration with technical teams. Candidates should have experience in software support, excellent communication skills, and the ability to handle high-pressure situations. A range of benefits is offered, including annual leave and a pension scheme.

Qualifications

• Experience working in a 2nd-line software support or IT Service Desk environment.
• Background supporting financial systems or payment software is highly desirable.
• Strong understanding of incident handling and ticket management.

Responsibilities

• Develop knowledge of Income Management products.
• Investigate reported faults using experience with operating systems.
• Manage customer support records within the ticketing system.
• Work closely with the Development team.
• Provide updates and manage customer expectations.

Skills

Experience in a 2nd-line software support environment

Strong communication skills

Organizational skills

Problem-solving skills

Job description

A public-sector software company is seeking a Support Analyst for its Income Management team in Manchester. The role involves resolving customer issues with cloud-based platforms for local government and public-sector clients. Responsibilities include ticket management, fault investigation, and collaboration with technical teams. Candidates should have experience in software support, excellent communication skills, and the ability to handle high-pressure situations. A range of benefits is offered, including annual leave and a pension scheme.