Support Consultant

Civica; United Kingdom; On-site; GBP 30,000 - 40,000; Full time

Job summary

Civica, a leader in GovTech, is seeking a Support Analyst / Consultant to provide high-quality support to its clients impacting public services globally. The role involves managing customer incidents, troubleshooting technical issues, and developing strong relationships with clients, with a supportive environment valuing diversity and inclusion.

Benefits

25 days annual leave plus bank holidays, with options to buy extra days

Up to 3 extra days off for volunteering

Pension with 5% employer contribution

Income protection, life assurance, critical illness cover

Private medical insurance, health cash plan, dental insurance

Employee communities, referral bonuses

Qualifications

• Experience in Council Tax or Non-Domestic Rates Administration is essential.
• Knowledge of XML, HTML, and Web Services is preferred.
• Proficiency in MS Office, especially Excel, is required.

Responsibilities

• Provide high-quality support to customers and manage all customer issues until resolution.
• Coordinate with development teams on software faults and defect management.
• Develop customer relationships and occasionally visit sites as needed.

Skills

Customer Service

Troubleshooting

Technical Support

Communication

Relationship Building

Education

IRRV Qualification

Tools

MS Office

Civica OPENRevenues Suite

Job description

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We're Civica, a company that develops software to deliver critical public services worldwide. Our solutions are used by over 5,000 public bodies across the globe, serving more than 100 million citizens.

Our goal is to be a GovTech leader globally, supporting citizens and public service providers. With 21 years of growth, we are at a pivotal point in our journey.

If you're passionate about leveraging technology to improve public services and outcomes, Civica offers a platform for growth and making a real community impact.

As a Support Analyst / Consultant / Application Analyst, you will provide high-quality support to our customers.

Requirements

• Handle incidents, problems, service requests, and change requests professionally within SLA and to customer satisfaction
• Build knowledge to confidently support Civica’s products
• Use knowledge of operating systems and databases to troubleshoot faults
• Use test systems and remote methods to investigate issues
• Own all customer issues until resolution
• Coordinate with Development and Product teams on software faults and defect management
• Communicate with other teams to support customers and improve products
• Develop customer relationships and visit sites when needed
• Experience in Council Tax or Non-Domestic Rates Administration
• Experience with Civica Automation, packages, and schedulers
• Knowledge of Council tax and Non-Domestic Rates legislation
• IRRV Qualification
• Familiarity with Civica OPENRevenues Suite
• Proficient in MS Office, Excel, Word
• Understanding of XML, HTML, Web Services

Benefits include:

- 25 days annual leave plus bank holidays, with options to buy extra days

- Up to 3 extra days off for volunteering

- Pension with 5% employer contribution

- Income protection, life assurance, critical illness cover

- Private medical insurance, health cash plan, dental insurance

- Employee communities, referral bonuses

We value diversity and inclusion. We are an equal opportunity employer and support accommodations during recruitment.