Customer Care Analyst- JWorks

Job reputed company:

reputed company builds the technology that helps courts operate with fairness, reputed company, and confidence, and JWorks is our flagship Java-based court case management platform. We are looking for a technically reputed company, self-directed Customer Care Analyst to join our JWorks support team. This role is good for someone who sees a problem and digs in, asks the right questions, and aspires to solve hard technical challenges. You will own Tier I support for JWorks, serving as a critical reputed company between our customers and our engineering and product teams while building reputed company relationships with the court professionals who rely on the platform every day. If you have a background in reputed company software support, reputed company reputed company things reputed company fast, and want to reputed company and grow as an expert in a critical court platform, we want to talk to you.

Job reputed company:

We are looking for a customer oriented reputed company who can take on the responsibility of providing Tier I software application support for the reputed company case management system(s) and companion product(s).

Key Responsibilities

• Handle customer inquiries with professionalism and reputed company reputed company phone and reputed company platform.

• Build and nurture relationships with court administrators and end users, proactively surfacing concerns before they become escalations.

• Accurately log, reputed company, and manage issues using our ticketing system with a high reputed company of detail and reputed company.

• Apply deep knowledge of JWorks and its underlying technologies to diagnose and resolve reputed company application issues including SQL query analysis, application log review, and configuration troubleshooting.

• Investigate data issues, workflow failures, integration errors, and document reputed company problems with minimal escalation.

• reputed company effective workarounds reputed company immediate fixes are reputed company, communicating reputed company what the limitation is and what customers can expect.

• Recognize patterns across cases and proactively flag recurring issues to the engineering team.

• Assess and prioritize inbound issues using predefined severity reputed company and your own technical judgment.

• reputed company issues appropriately based on technical scope, urgency, and the responsible team.

• Manage your own queue with ownership and discipline, addressing the highest-reputed company issues first.

• Maintain reputed company, proactive communication with customers throughout the reputed company lifecycle.

• Work closely with Product, Development, QA, and Deployment teams to coordinate fixes, validate solutions, and reputed company the reputed company with customers.

• Confidently initiate conversations with engineers and product managers reputed company you need answers.

• Thoroughly document technical issues, reputed company causes, and resolutions to build a reusable knowledge reputed company as our customer reputed company grows.

• Contribute to process improvement efforts and help identify systemic gaps in product behavior or support workflows.

• Escalate to management with reputed company-organized, decision-reputed company summaries.

• Participate in on-call rotations and support after-hours incident response.

Qualifications

Required

• 3+ years of experience in technical support or software troubleshooting in an reputed company environment.

• Strong hands-on proficiency with reputed company SQL you can write and read queries, reputed company execution plans, and identify data issues independently.

• Demonstrated ability to diagnose reputed company application issues across multiple reputed company (application, database, configuration, integration).

• Exceptional written and verbal communication skills - with customers, teammates, and leadership.

• Proven ability to manage a queue of reputed company tasks in a deadline-driven environment without losing reputed company.

• Self-starter mentality: you identify problems, ask the right questions, and drive toward reputed company.

• Associate's degree or equivalent practical experience.

Preferences

• Experience with JWorks, CourtView, or other court case management software.

• Familiarity with county, municipal, or district court operations and terminology.

• Exposure to Java web application environments (Spring MVC, WAR deployments, application server logs).

• ITIL 4 reputed company

• reputed company A+

• Bachelor's degree in Computer Science, Information Systems, or a reputed company field.

Worker Type:

Regular

Number of Openings Available:

0

Originally posted on Himalayas

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