Technical Support Specialist

3 days ago

Logan, Utah, United States Journal Technologies Full time
Job Summary

We are seeking a highly skilled Technical Support Analyst to join our team at Journal Technologies. As a Technical Support Analyst, you will be responsible for providing technical software support to our customers, ensuring that their issues are resolved in a timely and efficient manner.

Key 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)
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
Why Journal Technologies?

At Journal Technologies, we believe our technology can be a force for good in the world. We create and implement enterprise software that supports the administration of justice, currently in the United States, Canada, and Australia. We offer a competitive compensation package, quality medical, dental and vision coverage, and a 401(k) retirement program. We also provide annual professional development funds, book subscriptions, and flexible working hours. We are an equal opportunity employer and welcome applications from diverse candidates.

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