GRADUATE SUPPORT CONSULTANT
Civica is looking for talented and motivated people to join our team. Our business builds software and services that support some of the most important people in our society; we build software that helps teachers teach, we build management solutions that help local councils deliver important services to communities, we work with some of the largest health fund providers in the country to ensure their customers have ready access to the care they need, and we provide libraries management tools that allow everyone to have access to more information and resources in their local region.
We are looking for a Graduate Support Consultant to join our vibrant team of professionals working from our Newcastle office. As a Graduate Support Consultant, you will provide operational assistance and issue resolution services to our customers, whilst specialising in functions including asset management, maintenance management, asset capital and operating costing, financial asset management, and works management.
This full-time position is suitable for, but not limited to, recent IT or Engineering graduates seeking a role in IT help desk and enterprise asset management systems support. The position offers a potential career path into a Business Consultancy role in asset management.
Responsibilities include
– Acceptance of customer calls as allocated by Support Analysts and assume ownership of the call through to closure.
– Liaise with customers and other Civica supporting Teams/personnel to provide resolution to customer calls.
– Replicate faults, as reported by customers and subsequently allocated by Support Analysts, for Warranty defined calls.
– Assist and support customers with their asset management, plant and fleet management, mobile computing, project costing and work order management systems;
– Ensure that the balance between customer service and effective time allocation is maintained in order to optimise call closure timing.
– Maintain accurate timesheet management to ensure customer billing maintains a high level of integrity.
Continually monitor volume of calls under the Support Consultants ownership and keep the allocating – Support Analyst aware of any potential slippage relative to service level commitments.
– Immediately report any Customer conflict that has arisen or is likely to arise to the Support Services Manager.
– Visit Customer sites, as and when required and directed to resolve Support Calls.
– Maintain a high level of integrity and security in accordance with Civica’s ISO27001 Information Security policies.
Skills required
– A sound understanding of financial concepts, principles and processes.
– A high level of numeric accuracy.
– Intermediate Microsoft Office skills, including Word, Excel and Outlook.
– Ability to work with other supporting teams and personnel to achieve customer outcomes.
– Proven ability to work with a customer in a productive manner to drive business improvement through to execution.
– Proven analytical skills to determine source/cause of customer support calls.
– Demonstrated written and verbal communication skills.
– Proven ability to provide a high level of customer service.
– Proven ability to investigate and resolve complex problems.
– Proven time management and organisational skills, with the ability to multi-task under pressure to meet documented service level agreements.
– Demonstrated high levels of initiative and a proactive approach.
– Demonstrated commitment to continuous improvement.
– A high level of professional accountability and incident ownership.
– Proven reliability, a pleasant nature and proven ability to work in a team environment.
Highly Desirable
– Experience in an IT support role and working with databases.
– Experience with asset management systems.
– Experience reconciling ledgers.
Want to join us?
We offer you flexible working arrangements, a competitive benefits package, regular “free feeds” and informal Friday drinks all from a modern working environment with the tools you’d expect to help you get the job done.
Please include a cover letter outlining how you meet the required criteria and a resume in your application. Please note only successful candidates will be contacted.
Civica is an equal opportunity employer and welcomes applications from all sections of the community.
