Customer Care Technical Analyst

United States Traverse City, United StatesRemote

Responsibilities

Monitor open tickets twice daily to ensure timely progress; keep ticket status current and maintain proactive customer communication throughout.
Maintain quality test records to capture testing evidence carried out prior to software releases.
Build strong relationships with 3rd parties and external providers to ensure timely data flow.

Job Summary: The Customer Care Technical Analyst will be responsible for front-line technical support of the Northpointe Suite, including troubleshooting and first-stage investigative work required to drive customer issues to resolution.
The Northpointe Suite software brings together the tools agencies need to manage cases, streamline workflows, and improve communication across the justice system.
Establish proficiency in the Northpointe Suite and underlying database management systems to troubleshoot and resolve customer application software issues.
Use technology effectively to collaborate and maintain strong remote working relationships (Teams, SharePoint, Confluence, Jira, etc.).
Understand team metrics and SLA standards; make suggestions to improve data quality and processes. Basic
Ability to manage multiple complex tasks simultaneously in a fast-paced, deadline-oriented environment. Zendesk
experience preferred; or equivalent ticketing system experience. Basic SQL knowledge preferred, or willingness to learn. Worker Type: Regular Number of Openings Available: 1

The successful candidate will work with the existing Customer Care team to support our client base, with opportunity for growth within the company.
This is a 2nd shift remote position with core hours of 12:00 PM – 9:00 PM EST.
Upon completion of training and onboarding, the role includes after-hours on-call responsibility for Priority 1 (P1) tickets only.
Some exceptions for onboarding, company meetings, and on-site requirements may apply.
Company Overview equivant SCP is dedicated to helping justice agencies better support the individuals and communities they serve.