VADODARA · FULLTIME
CIC Application Support Analyst
Civica India Pvt. Ltd.
Vadodara · onsite · Posted 71d ago
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Undisclosed2–5 yrsfulltimeVadodara
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Section · 01
About this role
;
- Help deliver exceptional support to Civicas customers through digital channels, whether addressing new inquiries or ongoing cases. Your role will ensure a solid understanding of each customers identity and their unique support needs.
- Lodgement and triage of new incident and request cases in Civica s case management system within service targets/KPIs.
- Leverage own expertise, analytical and problem-solving skills, professional relationships and available knowledge and other product documentation to troubleshoot customer support cases through to closure as quickly and efficiently as possible.
- Coordinate and complete recuring tasks such as data extracts and reporting.
- To complete the initial triage of cases logged via the Customer Portal followed by closing or assigning the case to the relevant analyst/engineer as required and guided by available knowledge-based articles.
- Support the development of a culture focused on customer satisfaction and service excellence.
What you will need to be successful in this role
- Qualification in an Information Technology, Business or related discipline and/or relevant workplace experience.
- Record and manage customer support cases through to closure, maintaining accurate records of all investigations conducted, work performed, changes made and customer interactions, ensuring customers are kept appropriately informed, and internal notes are maintained for all progress notes not appropriate to the customer audience.
- Proven customer service skills with strong active listening and clear communication across various channels. Ability to select the most effective medium for communication.
- Experience operating an IT customer support case management system and an operational understanding of service desk concepts and processes.
- Ability to perform basic SQL database queries.
- Demonstrable ability to operate Microsoft Windows/Office software.
- Experience with infrastructure, network or end-user compute technologies.
- A working knowledge of Windows Server Active Directory, Microsoft Exchange, Microsoft SQL Server and/or Citrix technologies.
Disclaimer: This job description has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before applying.
Sourced from naukri
Section · 02
Skills
Customer Servicecustomer satisfactionCustomer SupportProduct DocumentationcitrixActive Directorycase managementExchangePublic SectorApplication SupportInformation TechnologyService ExcellenceSQL Server
Section · Company
About Civica India
Civica India Pvt. Ltd.
IT Services & Consulting
1.1k+
employees
2001
25 years old
London, England
GB
₹10.8L PA avg
Avg at Civica India
About
We’re a global company building smart software that helps improve public services
Industries
IT Services & ConsultingSoftware Product
Employee ratings
10 reviews
3.2/ 5
Culture
2.2
Career growth
1.3
Work-life
3.0
Employees rate it well for
Work-Life Balance37Company Culture34
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