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Intermediate Technical Support Analyst

Journal Technologies Remote 🌍 Remote

Remote

Today

$55k - $72k/yr Full time Application Support Customer Support Help Desk Support

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Job Description

Journal Technologies is hiring an Intermediate Technical Support Analyst to deliver technical software support, troubleshoot issues, and manage cases through resolution and SLAs.

Responsibilities

Respond promptly to customer support requests via telephone, email, and the support portal.
Troubleshoot and resolve software and technical issues using established methods; escalate when issues can’t be resolved within defined guidelines.
Track escalated tickets and ensure follow-up to resolution within service level agreements (SLAs).
Coordinate with Product and Professional Services to provide details that support resolution of escalated problems.
Prioritize, log, and track issues through completion, maintaining accurate documentation in the support Knowledge Base.
Update customers on ticket status using approved channels, including phone, email notifications, and portal updates.
Stay current with product changes through training and review of release documentation.
Support process improvement by identifying recurring issues and recommending adjustments to support procedures.
Provide after-hours emergency support on a scheduled rotation (weekly on-call assignments).
Travel occasionally to customer sites to provide support, as assigned.

Requirements

Certificate or Diploma in Information Technology preferred, or equivalent related experience.
2+ years of technical support experience supporting web-hosted, on-premise, and/or cloud-based software applications.
Working knowledge of common platforms including Java, HTML, and SQL sufficient to support, troubleshoot, and document issues.
Familiarity with scripting languages such as Groovy or JavaScript is a plus (not required).
Experience with SQL queries and basic development to assist troubleshooting and reporting, including PL/SQL and/or Transact-SQL.
Exposure to reporting tools such as Crystal Reports is a plus.
Hands-on experience supporting Java applications, including troubleshooting and maintenance.
Familiarity with the justice field and terminology is an asset (not required).
Experience working within Agile teams or formal training in Scrum or Agile methodologies is a strong asset.

Technologies

Java
HTML
SQL
Groovy
JavaScript
PL/SQL
Transact-SQL
Crystal Reports

Knowledge, Skills, and Abilities

Experience providing technical support to remote customers.
Excellent verbal and written communication skills.
Ability to manage multiple concurrent tasks.
Ability to work with internal stakeholders to ensure issue resolution.
Strong commitment to customer success.
Comfort operating in constantly changing conditions and proposing new approaches to problems.
Ability to investigate a complex system to identify root causes and enjoy solving technical issues.

Benefits

Competitive compensation based on skills, experience, and years of service.
Medical, dental, and vision coverage.
Paid time off and paid holidays.
401(k) retirement (US) and GRRSP (CDN) programs.
Annual professional development funds: $1,500 USD per employee per year.
Book subscriptions with an extensive library available in each office.
Flexible working hours coordinated with your supervisor.
Option for remote work (e.g., home) or office-based work.
Personal meetings with direct managers about every four to six weeks to discuss career growth and advancement opportunities and other employee topics.
Travel opportunities between Journal Technology offices and with clients.
Salary range reflects a good-faith estimate of base salary expected upon hire; final compensation will be based on job-related factors including qualifications, experience, geographic location, and internal compensation considerations.

Compensation

$55,000 - $72,000 USD per year (US pay range).

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