Client Support Specialist

Ohio / Remote

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.

Why you will love this opportunity as Client Support Specialist Analyst at Civica

You’ll love working as a Client Support Specialist at Civica because the role is an exciting opportunity for customer-focused problem solvers who enjoy combining technical expertise with meaningful client interaction. Working within a collaborative and supportive environment, you will play a key role in helping customers maximise the value of Civica’s software solutions while developing their own technical and professional capabilities.

The position provides hands-on experience with application support, scripting, databases, and customer service in a fast-paced environment where learning and progression are encouraged. For individuals who thrive on analytical thinking, enjoy solving complex issues, and want to make a direct impact on customer success, this is an excellent opportunity to grow a long-term career within a respected and forward-thinking organisation.

Responsibilities

• Deliver excellent customer service and application support in line with defined service levels and Civica values.
• Diagnose, troubleshoot, and resolve complex customer issues using a customer-centric approach.
• Maintain accurate records of customer interactions, work completed, and system changes in compliance with data protection and company policies.
• Follow Service Management processes, ticket handling procedures, and information security/compliance requirements.
• Continuously develop technical, customer service, and process knowledge to perform effectively in the role.
• Contribute to continuous improvement by identifying recurring issues, improving knowledge management, and suggesting process enhancements.
• Manage workload proactively while collaborating with team members to meet productivity, quality, and operational targets.
• High-level understanding of supported applications, features, and functionality.
• Proficiency in scripting languages or automation tools to improve support processes.
• Familiarity with database systems, including querying and data manipulation.
• Experience working with Local Government, SaaS environments or cloud-based applications specifically within Finance, Payroll or Income Tax.
• Strong verbal and written communication skills with both technical and non-technical stakeholders.
• Ability to manage, troubleshoot, and resolve incidents effectively within agreed timeframes.
• Experience coordinating escalations with developers and technical teams.
• Strong teamwork and collaboration skills in a technical support environment.
• Analytical and problem-solving skills with the ability to investigate and resolve complex issues.
• 1–3 years of experience in application support, with proficiency in Microsoft Office tools such as Word and Excel.

We 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 above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Why You'll Love Working with Us

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

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

• At Civica, we're committed to supporting your health, wellbeing, and long-term success. We offer a comprehensive benefits package designed to help you thrive both personally and professionally, including:
• Medical, Dental & Vision Coverage with competitive employer contributions and access to flexible plan options, including Health Savings Account (HSA) eligible plans.
• Employer funded Short Term Disability and shared cost Long Term Disability coverage.
• Company paid Life Insurance with optional voluntary life coverage.
• 401(k) Retirement Plan with a generous employer match of up to 50% on employee contributions (up to 6%).
• Paid Time Off (PTO) that increases with tenure, plus company observed holidays.
• Make a difference in your community through Civica’s Days of Difference—enjoy up to three (3) paid days off each year to volunteer and give back.
• Enjoy a balanced work life experience that recognizes achievements, celebrates success, and creates opportunities for connection, career growth, and employee engagement.

The expected salary range for this role is $60,000 - $79,000 USD annually, with final compensation aligned to experience, skills and geographic location.

This position is not eligible for employment visa sponsorship.

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.