Intermediate Technical Support Analyst

Los Angeles, CA, United States

Job Description Job Description Salary: $55,000 - $72,000

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.

Why Journal Technologies?

Visit www.journaltech.com/careers for more information, but highlights include:

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.

We provide technology that matters in the world, and we're a stable employer comprised of quality people, with a commitment to investing in our people.

Equal Opportunity/Affirmative Action Employer: Employment at Journal Technologies is based solely upon the qualifications of the individual applicant, regardless of race (including traits historically associated with race, such as hair texture and protective hairstyles), ethnicity, religion, color, sex (including childbirth, breast feeding and related medical conditions), gender, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state and local laws. This policy applies to all personnel actions and decisions, including recruiting, hiring, discipline, training, transfers, compensation, benefits, promotions and terminations, leaves of absence, benefits, and other terms and conditions of employment.

remote work

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