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. 

Why you will love this opportunity as Application Support Team Leader

We are looking for an Application Support Team Leader to manage and guide a talented team of support analysts to deliver top-notch technical support for our products and services. Assist the Director of Support in a range of projects as required, ensuring they fully align with the goals of the department.

This role involves guiding the team in resolving technical issues, enhancing team skills, and ensuring optimal service delivery aligned with customer expectations and contractual agreements. Join forces with our technical and software development teams to tackle complex technical issues head-on.

Lead and mentor a dynamic team of support analysts to guarantee peak performance and swift resolution of client concerns across all product versions. Utilize CSAT (Customer Satisfaction) feedback as a tool to consistently elevate service quality.

Manage customer escalations with poise, working alongside various departments to ensure prompt and effective resolutions, all while employing empathy to cultivate robust stakeholder relationships.

Motivate your team by facilitating dynamic training sessions that help each member consistently refine their skills to align with the job's requirements. Arrange regular one-on-one meetings and quarterly performance evaluations to assess progress and offer constructive feedback for improvement. Ensure that the team consistently creates and updates knowledge base articles to benefit both internal and external audiences.

Take the lead in ensuring team performance by effectively managing case queues and assessing results against our established service level agreements (SLAs). Provide insightful feedback reports to management as needed.

This position is a Secondment opportunity.

Requirements

What you will do to be successful in this role 

• Skilled in building and cultivating strong relationships with both internal and external stakeholders, ensuring seamless communication and collaboration.
• Proven ability to tackle complex challenges and provide impactful solutions.
• Demonstrated capability to thrive in high-pressure situations, adeptly managing multiple priorities and consistently meeting deadlines.
• Proven talent for leading and motivating a team, fostering a collaborative and productive work environment.
• Passionate about expanding your expertise and advancing in both the commercial and technical realms.
• Exceptional verbal and written communication skills, with the ability to convey intricate information in a clear and engaging way.
• Proven ability to take initiative and work autonomously, showcasing a high degree of self-motivation.
• Outstanding organizational skills with the ability to juggle multiple tasks simultaneously while requiring minimal supervision.

We really do want you to bring your whole self to work. There is no such thing as the perfect candidate, so if you think you have what it takes, but don't necessarily meet every single point on the list, please still get in touch. We'd love to have a chat and see if you could be a great fit. 

Benefits

Why you'll love working with us.

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different -  and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans, new and old Focus on learning- there are heaps of opportunities to enable you to grow and be your best.

Giving culture -  we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work -  Flexible work – we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.

Apply for this job  - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.

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