Customer Support Analyst – Level 2

Civica US

Customer Support Analyst providing software support for Civica’s Carelink solutions in health and community care sector. Collaborating with customers and teams to resolve issues and optimize system use.

Posted 6/19/2026full-timePerth • 🇦🇺 AustraliaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CitrixSQL

About the role

Key responsibilities & impact

**Why you will love this opportunity as a Customer Support Analyst – Level 2 at Civica**
This role is central to delivering high-quality support to customers using Civica’s Carelink software solutions within the health and community care sector. The position operates within a collaborative support environment, working closely with customers and internal teams to resolve issues, optimise system usage, and ensure consistent service delivery aligned to SLA commitments.
The role provides exposure to a specialised product suite in a large-scale, mission-driven environment, enabling the development of deep product knowledge and technical capability. It combines customer engagement, problem-solving, and system support, contributing directly to the reliability and effectiveness of solutions used to deliver essential services.

Requirements

What you’ll need

**What you will need to be successful in this role**
- Demonstrated experience delivering customer service within an IT or software support environment
- Strong ability to troubleshoot and resolve technical issues in a structured and methodical manner
- Experience managing multiple support requests while maintaining quality and accuracy
- Ability to prioritise workload effectively and escalate issues appropriately
- Proven capability to work both independently and collaboratively within a team environment
- Experience engaging with customers to understand requirements and support software-based solutions
- Working knowledge of software applications within enterprise or large organisational settings
- Strong written and verbal communication skills, including the ability to explain technical concepts clearly
- Experience maintaining accurate documentation, including knowledge base articles and support logs
- Ability to maintain up-to-date product knowledge and apply it to customer support scenarios
- Professional and customer-focused approach in all interactions
- Exposure to QA processes or contributing to product/service quality improvements
**Nice to have**
- IT-related qualifications
- Experience with Carelink+ or similar health/community care software
- Knowledge of SQL query writing
- Experience with Citrix environments
- Experience with Crystal Reports
- Familiarity with Windows operating systems in networked environments and Microsoft Office

Benefits

Comp & perks

**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** - 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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingtechnical issue resolutionsoftware supportSQL query writingCarelink softwareCrystal Reportsdocumentation maintenanceQA processessystem supportcustomer engagement

Soft Skills

customer serviceproblem-solvingteam collaborationworkload prioritizationcommunication skillsindependenceprofessionalismcustomer-focused approachmethodical approachaccuracy

Certifications

IT-related qualifications