Intermediate Technical Support Analyst

at  Journal Technologies

WHO WE ARE:

At Journal Technologies, we believe our technology can be a force for good in the world ensuring the proper and efficient functioning of some of the most foundational aspects of society - the courts and justice system.
We create and implement enterprise software that supports the administration of justice, currently in the United States, Canada, and Australia. While our eSeries product suite enables governments and their employees to deliver continued foundational court processes, our R&D focuses on leveraging emerging possibilities with technology to improve access and efficiency.
Headquartered in Los Angeles, Journal Technologies is a long-time, wholly-owned subsidiary of Daily Journal Corporation (NASDAQ: DJCO). We also have a major office in Logan, Utah, a team in Melbourne, Australia, and a growing number of remote staff across North America and the world.
Under our next generation of leadership, we’re implementing a new vision for the company that prioritizes building an extraordinary workplace with empowered people at the heart of our business. Great people want to collaborate with great people, and we are actively looking for smart, motivated people who care deeply about the work they do.

INTERMEDIATE TECHNICAL SUPPORT ANALYST

We are looking for a Technical Support Analyst to provide technical software support. Effective communication, analytical, and critical thinking skills are required to help our customers resolve technical issues with our products & services. The successful candidate can work independently to solve complex problems, while ensuring they provide exceptional customer service.
The ideal candidate will enjoy solving a good puzzle and will not be defeated if it takes time to crack the code.

Responsibilities:

• 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)

Knowledge, Skills and Abilities:

• Experience providing technical support to remote customers
• Excellent verbal and written communications skills
• Ability to manage multiple concurrent tasks
• Ability to work with internal stakeholders to ensure issue resolution
• Dedicated commitment to customer success
• Thrive under constantly changing conditions, offering new ideas and fresh approaches to problems
• Ability to dig into a complex system to determine the underlying issue, and enjoy solving it

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
  The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties; additional responsibilities may be assigned.

• 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