Intermediate Technical Support Analyst

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, an office in Victoria, Canada 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 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.

Knowledge, Skills and Abilities :

Requirements :

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. We are unable to provide visa sponsorship or work authorization support for this position.

Why Journal Technologies?

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