Support Consultant

Civica UK Ltd; United States; Remote; USD 50,000 - 75,000; Full time

Job summary

Civica UK Ltd seeks a Support Analyst / Consultant to provide high-quality product support to its customer base. This role involves managing customer incidents, enhancing product knowledge, and maintaining strong customer relationships, all while contributing to a diverse workplace committed to innovation and inclusivity.

Benefits

25 Days Annual Leave + bank holidays

Option to buy up to 10 extra days

Private Medical Insurance

Health Cash Plan

Life Assurance – 4x salary

Qualifications

• Experience in a Council Tax/Non-Domestic Rates environment is essential.
• Understanding of relevant legislation is necessary.
• Ability to develop customer relationships and attend sites when required.

Responsibilities

• Ensure timely resolution of incidents and service requests.
• Develop skills to support Civica's products and solutions.
• Communicate effectively with customers and internal teams to improve services.

Skills

Customer Service

Problem Solving

Technical Support

Education

IRRV Qualification

Tools

MS Office

Civica OPENRevenues Product Suite

Job description

We're Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

As a company, we're passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

As the Support Analyst / Consultant // Application Analyst / Consultant you willensure the provision of high-quality product support to Civica customer base.

• Key focus on ensuring all incidents, problems, service requests and change requests are dealt with in a professional manner within the SLA and to the satisfaction of the customer

• Develop knowledge and skill sets to confidently support Civica’s products and solutions

• Utilise knowledge and experience of operating systems and databases to investigate reported faults

• Utilise internal test systems and remote support methods to investigate reported faults

• To retain ownership of all issues logged by the customer until resolution

• Liaise with Development and Product to find resolutions to reported software faults and to ensure that defects and change requests are managed effectively

• To communicate and liaise as necessary with other teams to support customers, issue resolution and product improvement

• Develop customer relationships and attend customer sites when required
• Experience of having worked in a Council Tax and/or Non-Domestic Rates Administration environment

• Experience of having worked with Civica Automation, packages and scheduler

• Good understanding of Council tax and Non-Domestic Rates legislation,

• IRRV Qualification

• Knowledge of the Civica OPENRevenues Product Suite

• Proficient in using MS Office, Excel and Word

• Understanding of XML, HTML, and Web Services

Time Off & Work-Life Balance

25 Days Annual Leave + bank holidays – plus the option to buy up to 10 extra days!
Days of Difference – Up to 3 extra days off for volunteering.

Financial Well-being & Security

Pension Contributions – 5% employer match to support your future.
Income Protection – Up to 75% salary cover for long-term illness.
Life Assurance – 4x salary tax-free lump sum.
Critical Illness Cover – £25,000 lump sum (extendable to dependents).

Health & Perks

Private Medical Insurance – Fast access to private healthcare.
Health Cash Plan – Claim back physio, therapies & more.
Dental Insurance – Cover for routine & emergency care.
Affinity Groups – Join employee-led communities.
Bounty Bonus – Refer a friend & get rewarded.

At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We believe that a variety of perspectives drives innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences.

We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission.

If you need any adjustments or accommodations to participate in our recruitment process, please let us know. We are here to support you.