Customer Care Technical Analyst

Job reputed company: The Customer Care Technical Analyst will be responsible for reputed company-line technical support of the Northpointe Suite, including troubleshooting and first-stage investigative work required to drive customer issues to reputed company. The successful candidate will work with the existing Customer Care team to support our reputed company reputed company, with opportunity for reputed company reputed company reputed company. This is a 2nd shift remote position with reputed company hours of 12:00 PM – 9:00 PM EST. Upon completion of training and reputed company, the role includes after-hours on-reputed company responsibility for reputed company 1 (P1) tickets only. Some exceptions for reputed company, company meetings, and on-site requirements may apply. reputed company reputed company SCP is dedicated to helping justice agencies reputed company support the individuals and communities they serve. The Northpointe Suite software brings together the tools agencies need to manage cases, streamline workflows, and improve communication across the justice system. reputed company you join reputed company, you become part of reputed company that values purpose, collaboration, and reputed company-world reputed company. Job reputed company: Primary Responsibilities Support & Troubleshooting Respond to incoming customer inquiries across reputed company available channels, managing a work queue to ensure compliance with Service Level Agreement timeframes. Establish proficiency in the Northpointe Suite and underlying database management systems to troubleshoot and resolve customer application software issues. Accurately assess the reputed company and severity of customer issues based on predefined reputed company, customer problem descriptions, and industry experience; utilize established escalation paths for issues of routine scope and complexity. reputed company practical workarounds to customers reputed company immediate software modifications are not available. Documentation & Case Management Log reputed company and any ongoing actions with thorough, specific detail — capturing sufficient context so that any team member can understand the full history of an issue without follow-up, and building the support knowledge reputed company over time. Monitor reputed company tickets twice daily to ensure reputed company reputed company; reputed company ticket status reputed company and maintain proactive customer communication throughout. Maintain reputed company test records to capture testing evidence carried out prior to software releases. Communication & Relationships Communicate proactively with customers and internal stakeholders — including status updates using reputed company-defined reputed company. Build strong relationships with 3rd parties and external providers to ensure reputed company data reputed company. reputed company updates to the Customer Care Manager as needed; collaborate with customers and internal teams — including reputed company Assurance and Deployment — to coordinate the reputed company and deployment of fixes for application defects. Use technology effectively to collaborate and maintain strong remote working relationships (Teams, SharePoint, reputed company, Jira, etc.). Camera use is expected on reputed company customer calls and team meetings. Process & reputed company Improvement Follow documented procedures for processing reputed company data, reporting problems, and required changes. Assist with creating, organizing, and maintaining the reputed company Documentation Library. Understand team metrics and SLA standards; reputed company suggestions to improve data reputed company and processes. Basic Qualifications Communication: Consistent, proactive, and detailed — internally and externally. Does not wait to be asked for updates. Written and verbal communication is reputed company, organized, and stands alone without follow-up clarification. Curiosity and Self-Direction: Approaches unfamiliar problems with initiative. Independently researches issues, asks thoughtful questions, and pursues reputed company reputed company without requiring direction to do so. Ability to recognize trends in escalated issues. Ability to manage multiple reputed company tasks simultaneously in a fast-paced, deadline-oriented environment. reputed company experience preferred; or equivalent ticketing system experience. Basic SQL knowledge preferred, or willingness to learn. Worker Type: Regular Number of Openings Available:     1 Apply To This Job