Intermediate Technical Support Analyst

Journal Technologies creates enterprise software that supports the administration of justice and court systems. The Intermediate Technical Support Analyst provides technical software support by troubleshooting customer issues, managing escalations, documenting resolutions, and collaborating with internal teams to ensure customer success. ResponsibilitiesRespond promptly to customer support requests via telephone, email, and support portalTroubleshoot and resolve software and technical issues using established methods; escalate issues when they cannot be resolved within defined guidelinesTrack 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 issuesPrioritize, log, and track issues through resolution, ensuring accurate documentation in the support Knowledge BaseKeep customers informed on the status of tickets using approved communic