Customer Support Analyst - Level 2 - Carelink in Brisbane

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. It 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

• 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 elevate 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

We provide an inclusive, safe, and welcoming environment to all Civicans – offering numerous opportunities 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 – 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.

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.