Technical Support Analyst

23 hours ago

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Journal Technologies

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case management software • public access solutions • efiling • ediscovery • epayment

201 - 500 employees

☁️ SaaS

🏛️ Government

Description

• Provide technical software support. • Respond to customer support requests via telephone or email. • Troubleshoot and resolve complex software and technical issues for customers; escalate issues when necessary. • Track escalated tickets to ensure they are addressed in a timely manner to ensure SLA requirements are met. • Collaborate with Product and Professional Services staff to help determine how best to solve an escalated issue. • Prioritize, log and track issues to resolution and update the support Knowledge Base. • Keep customer up to date on tickets via phone, auto email notifications and portal using customer-facing notes entered on case, and manual email when needed. • Stay current with product and software changes and updates. • Actively contribute to on-going process improvements. • Occasional travel to customer sites as required. • After-hour emergency support (weekly on-call assignments). • After-hour support for Western Australia, until 11:00pm Mountain Time (Weekly on-call assignments).

Requirements

• 2 year(s) or more of technical support experience with web hosted, on premise and cloud-based, software applications. • Certificate or Diploma in Information Technology preferred or related experience. • Understanding of various platforms (Java, HTML, SQL). • Proficiency with scripting languages a plus (Groovy, JavaScript, etc.). • SQL development experience (e.g., PL/SQL, Transact-SQL). • Familiarity with report software such as Crystal Reports is a plus. • Experience supporting Java applications. • Experience in the justice field and terminology would be an asset.

Benefits

• Competitive compensation based on skills, experience, and years of service. • Quality medical, dental and vision coverage. • Competitive paid time off as well as paid holiday time. • 401(k) retirement program. • Annual professional development funds - $1,500 USD annual per employee. • Book subscriptions with an extensive library in each office for personal and professional growth. • Flexible working hours which you can coordinate with your supervisor. • Ability for employees to work from a remote location (e.g., home) or office. • Personal meetings with direct managers approximately every four to six weeks to discuss career growth and advancement opportunities as well as other issues important to the employees. • Travel opportunities between Journal Technology offices and with clients.