Equivant

Customer Care Analyst- JWorks

Sponsorship not specifiedDetected 3 days ago

JavaSpringSQLProcess ImprovementCustomer SupportZendeskCommunicationCompTIA

About the role

This role is good for someone who sees a problem and digs in, asks the right questions, and aspires to solve hard technical challenges.
Handle customer inquiries with professionalism and empathy via phone and Zendesk platform.
Apply deep knowledge of JWorks and its underlying technologies to diagnose and resolve complex application issues including SQL query analysis, application log review, and configuration troubleshooting.

Build and nurture relationships with court administrators and end users, proactively surfacing concerns before they become escalations.
Accurately log, track, and manage issues using our ticketing system with a high standard of detail and clarity.
Investigate data issues, workflow failures, integration errors, and document generation problems with minimal escalation.
Assess and prioritize inbound issues using predefined severity criteria and your own technical judgment.
Manage your own queue with ownership and discipline, addressing the highest-impact issues first.
Thoroughly document technical issues, root causes, and resolutions to build a reusable knowledge base as our customer base grows.

3+ years of experience in technical support or software troubleshooting in an enterprise environment.
Strong hands-on proficiency with Microsoft SQL you can write and read queries, trace execution plans, and identify data issues independently.
Demonstrated ability to diagnose complex application issues across multiple layers (application, database, configuration, integration).
Associate's degree or equivalent practical experience.
Experience with JWorks, CourtView, or other court case management software.
Familiarity with county, municipal, or district court operations and terminology.
Bachelor's degree in Computer Science, Information Systems, or a related field.

Provide effective workarounds when immediate fixes are unavailable, communicating clearly what the limitation is and what customers can expect.
Work closely with Product, Development, QA, and Deployment teams to coordinate fixes, validate solutions, and close the loop with customers.
Maintain clear, proactive communication with customers throughout the resolution lifecycle.

This listing is sourced directly from Equivant's careers page and normalized into a canonical job model.