[Remote] Intermediate Technical Support Analyst

Note: The job is a remote job and is open to candidates in USA. Journal Technologies develops enterprise software that supports the administration of justice and court processes. The Intermediate Technical Support Analyst provides technical software support, troubleshoots and resolves customer issues, manages escalated tickets, documents solutions, and contributes to support process improvements.

Responsibilities

• Respond promptly to customer support requests via telephone, email, and support portal
• Troubleshoot and resolve software and technical issues using established methods; escalate issues when they cannot be resolved within defined guidelines
• Track escalated tickets to ensure follow-up and resolution within service level agreements (SLAs)
• Collaborate with Product and Professional Services staff to provide information that assists in resolving escalated issues
• Prioritize, log, and track issues through resolution, ensuring accurate documentation in the support Knowledge Base
• Keep customers informed on the status of tickets using approved communication channels, including phone, email notifications, and portal updates
• Stay current with product changes and updates by participating in training and reviewing release documentation
• Contribute to ongoing process improvements within the support team by identifying recurring issues and recommending adjustments to procedures
• Provide after-hours emergency support on a scheduled rotational basis (weekly on-call assignments)
• Occasionally travel to customer sites to provide support, as assigned

Skills

• 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
• Certificate or Diploma in Information Technology preferred, or equivalent related experience
• 2+ years of technical support experience with web-hosted, on-premise, and/or cloud-based software applications
• Working knowledge of common platforms such as Java, HTML, and SQL sufficient to support, troubleshoot, and document issues
• Experience with SQL queries and basic development (PL/SQL, Transact-SQL) to assist in troubleshooting and reporting
• Hands-on experience providing support for Java applications, including troubleshooting and maintenance
• Experience working within Agile teams or formal training in Scrum or Agile methodologies is considered a strong asset
• At this time, we are only able to consider candidates who are Canadian or U.S. citizens or permanent residents due to employment authorization requirements
• Familiarity with scripting languages (e.g., Groovy, JavaScript) is a plus but not required
• Exposure to reporting tools such as Crystal Reports is a plus
• Familiarity with the justice field and terminology is an asset, but not required

Benefits

• Quality medical, dental and vision coverage.
• Competitive paid time off as well as paid holiday time.
• 401(k) retirement (US) and GRRSP (CDN) programs.
• 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.

Company Overview