Unlock Your Potential as a Technical Support Analyst with Journal Technologies
At Journal Technologies, we're on a mission to harness the power of technology to drive positive change in the world. Our innovative enterprise software solutions support the administration of justice, serving courts and justice systems across the United States, Canada, and Australia. We're a team of bright and motivated individuals passionate about making a difference, and we're looking for talented professionals like you to join our remote team as an Intermediate Technical Support Analyst.
About Us
Journal Technologies is a wholly-owned subsidiary of Daily Journal Corporation (NASDAQ: DJCO), with a rich history and a strong presence in the industry. Our headquarters is in Los Angeles, and we have major offices in Logan, Utah, and Melbourne, Australia, as well as a growing number of remote staff across North America and the world. We're committed to building an extraordinary workplace that empowers our people to excel and make a meaningful impact.
The Role: Intermediate Technical Support Analyst
As an Intermediate Technical Support Analyst, you'll play a critical role in delivering exceptional technical software support to our customers. If you're a problem-solver with excellent communication skills and a passion for resolving complex technical issues, we want to hear from you. This is a fantastic opportunity to work with a talented team, develop your skills, and grow your career in a dynamic and supportive environment.
Key Responsibilities
- Respond to customer support requests via telephone or email, providing timely and effective solutions to technical issues.
- Troubleshoot and resolve complex software and technical issues for customers, escalating issues when necessary to ensure prompt resolution.
- Track escalated tickets to ensure they are addressed in a timely manner, meeting SLA requirements and delivering exceptional customer service.
- Collaborate with Product and Professional Services staff to determine the best course of action for resolving escalated issues.
- Prioritize, log, and track issues to resolution, updating the support Knowledge Base to ensure knowledge sharing and continuous improvement.
- Keep customers informed about the status of their tickets via phone, auto email notifications, and portal updates.
- Stay up-to-date with product and software changes and updates, ensuring you're always equipped to provide the best possible support.
- Contribute to ongoing process improvements, sharing your insights and ideas to enhance our support services.
- Occasionally travel to customer sites as required, providing on-site support and building strong relationships with our customers.
- Participate in after-hour emergency support and on-call assignments, ensuring our customers receive the support they need, even outside regular business hours.
Essential Qualifications
To succeed in this role, you'll need:
- A minimum of 2 years of technical support experience with web-hosted, on-premise, and cloud-based software applications.
- Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
- The ability to manage multiple concurrent tasks, prioritizing effectively to meet deadlines and deliver results.
- A strong commitment to customer success, with a customer-centric approach to support and service.
- The ability to thrive in a constantly changing environment, offering fresh perspectives and innovative solutions to complex problems.
- A strong analytical mindset, with the ability to dig into complex systems to determine the underlying issues and develop effective solutions.
Preferred Qualifications
While not essential, the following qualifications are highly desirable:
- A Certificate or Diploma in Information Technology or a related field.
- Understanding of various platforms, including Java, HTML, and SQL.
- Proficiency with scripting languages, such as Groovy or JavaScript.
- SQL development experience, including PL/SQL or Transact-SQL.
- Familiarity with report software, such as Crystal Reports.
- Experience supporting Java applications.
- Knowledge of the justice field and terminology, which can be an asset in this role.
What We Offer
At Journal Technologies, we're committed to providing a comprehensive benefits package that supports your well-being and career growth. Some of the highlights include:
- Competitive compensation based on skills, experience, and years of service.
- Quality medical, dental, and vision coverage.
- Competitive paid time off and paid holiday time.
- A 401(k) retirement program to help you plan for the future.
- Annual professional development funds - $1,500 USD per employee - to support your ongoing learning and growth.
- Book subscriptions and access to an extensive library in each office, fostering personal and professional development.
- Flexible working hours, coordinated with your supervisor to ensure a healthy work-life balance.
- The ability to work from a remote location or office, providing the flexibility you need to thrive.
- Regular meetings with your direct manager to discuss career growth, advancement opportunities, and other important issues.
- Travel opportunities between Journal Technology offices and with clients, broadening your horizons and expanding your professional network.
Why Join Journal Technologies?
By joining our team, you'll become part of a dynamic and supportive community that is passionate about making a difference. You'll have the opportunity to work on complex and challenging projects, develop your skills, and grow your career in a collaborative and inclusive environment. We're committed to investing in our people, providing the resources and support you need to succeed.
Ready to Take the Next Step?
If you're a motivated and talented technical support professional looking for a new challenge, we want to hear from you. Apply now to join our team as an Intermediate Technical Support Analyst and discover a rewarding career with Journal Technologies.
We're an equal opportunity/affirmative action employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates, regardless of their background, experience, or perspective.
Don't miss this opportunity to join a talented team and make a meaningful impact. Apply today!
Apply Now