Intermediate Technical Support Analyst

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    "description": {
      "role": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><b><strong style=\"font-size:11pt;white-space:pre-wrap;\">Intermediate Technical Support Analyst</strong></b><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">We are looking for a Technical Support Analyst to provide technical software support. Effective communication, analytical, and critical thinking skills are required to help our customers resolve technical issues with our products &amp; services. The successful candidate can work independently to solve complex problems while ensuring they provide exceptional customer service.&nbsp;The ideal candidate will enjoy solving a good puzzle and will not be defeated if it takes time to crack the code.&nbsp;</span><span style=\"color:rgb(45,45,45);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><b><strong style=\"font-size:11pt;white-space:pre-wrap;\">Responsibilities:</strong></b><span style=\"color:rgb(45,45,45);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Respond promptly to customer support requests via telephone, email, and support portal.</span><span style=\"color:rgb(45,45,45);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Troubleshoot and resolve software and technical issues using established methods; escalate issues when they cannot be resolved within defined guidelines.&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Track escalated tickets to ensure follow-up and resolution within service level agreements (SLAs).&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Collaborate with Product and Professional Services staff to provide information that assists in resolving escalated issues.&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Prioritize, log, and track issues through resolution, ensuring accurate documentation in the support Knowledge Base.&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Keep customers informed on the status of tickets using approved communication channels, including phone, email notifications, and portal updates.&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Stay current with product changes and updates by participating in training and reviewing release documentation.&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Contribute to ongoing process improvements within the support team by identifying recurring issues and recommending adjustments to procedures.&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Provide after-hours emergency support on a scheduled rotational basis (weekly on-call assignments).&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Occasionally travel to customer sites to provide support, as assigned.&nbsp;</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><b><strong style=\"font-size:11pt;white-space:pre-wrap;\">Knowledge, Skills and Abilities:</strong></b><span style=\"color:rgb(45,45,45);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Experience providing technical support to remote customers</span><span style=\"color:rgb(45,45,45);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Excellent verbal and written communications skills</span><span style=\"color:rgb(45,45,45);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Ability to manage multiple concurrent tasks</span><span style=\"color:rgb(45,45,45);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Ability to work with internal stakeholders to ensure issue resolution</span><span style=\"color:rgb(45,45,45);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Dedicated commitment to customer success</span><span style=\"color:rgb(45,45,45);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Thrive under constantly changing conditions, offering new ideas and fresh approaches to problems</span><span style=\"color:rgb(45,45,45);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Ability to dig into a complex system to determine the underlying issue, and enjoy solving it</span><span style=\"color:rgb(45,45,45);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><b><strong style=\"font-size:11pt;white-space:pre-wrap;\">Requirements:</strong></b><span style=\"color:rgb(45,45,45);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Certificate or Diploma in Information Technology preferred, or equivalent related experience.</span><span style=\"color:rgb(45,45,45);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">2+ years of technical support experience with web-hosted, on-premise, and/or cloud-based software applications.&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Working knowledge of common platforms such as Java, HTML, and SQL sufficient to support, troubleshoot, and document issues.&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Familiarity with scripting languages (e.g., Groovy, JavaScript) is a plus but not required.&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Experience with SQL queries and basic development (PL/SQL, Transact-SQL) to assist in troubleshooting and reporting.&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Exposure to reporting tools such as Crystal Reports is a plus.&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Hands-on experience providing support for Java applications, including troubleshooting and maintenance.&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Familiarity with the justice field and terminology is an asset, but not required.&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Experience working within Agile teams or formal training in Scrum or Agile methodologies is considered a strong asset.</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"white-space:pre-wrap;\">At this time, we are only able to consider candidates who are Canadian or U.S. citizens or permanent residents due to employment authorization requirements. We are unable to provide visa sponsorship or work authorization support for this position.</span><span style=\"color:windowtext;background-color:rgb(255,255,255);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"white-space:pre-wrap;\">Why Journal Technologies?</strong></b><b><strong style=\"font-size:11pt;white-space:pre-wrap;\">&nbsp;</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><span style=\"white-space:pre-wrap;\">Visit </span><a href=\"http://www.journaltech.com/careers\" target=\"_blank\" class=\"css-173makr-linkStyle\" style=\"color:rgb(30,74,169);cursor:pointer;\"><span style=\"white-space:pre-wrap;\">www.journaltech.com/careers</span></a><span style=\"white-space:pre-wrap;\"> for more information, but highlights include:&nbsp;</span><span style=\"font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Competitive compensation based on skills, experience, and years of service.</span><span style=\"font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Quality medical, dental and vision coverage.</span><span style=\"font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Competitive paid time off as well as paid holiday time.</span><span style=\"font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">401(k) retirement (US) and GRRSP (CDN) programs.</span><span style=\"font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Annual professional development funds - $1,500 USD annual per employee.</span><span style=\"font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Book subscriptions with an extensive library in each office for personal and professional growth.</span><span style=\"font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Flexible working hours which you can coordinate with your supervisor.</span><span style=\"font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Ability for employees to work from a remote location (e.g., home) or office.</span><span style=\"font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Personal meetings with direct managers approximately every four to six weeks to discuss career growth and advancement opportunities as well as other issues important to the employees.</span><span style=\"font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Travel opportunities between Journal Technology offices and with clients.</span><span style=\"font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">We provide technology that matters in the world, and we're a stable employer comprised of quality people, with a commitment to investing in our people.</span><span style=\"font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">The salary range posted for this position, which reflects a good-faith estimate of the base salary we reasonably expect to offer a successful candidate upon hire. Final compensation will be based on job-related factors, including qualifications, experience, geographic location, and internal compensation considerations.</span></li></ul>",
      "company": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><span style=\"white-space:pre-wrap;\">At Journal Technologies, we believe our technology can be a force for good in the world ensuring the proper and efficient functioning of some of the most foundational aspects of society - the courts and justice system.</span><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><span style=\"white-space:pre-wrap;\">We create and implement enterprise software that supports the administration of justice, currently in the United States, Canada, and Australia. While our eSeries product suite enables governments and their employees to deliver continued foundational court processes, our R&amp;D focuses on leveraging emerging possibilities with technology to improve access and efficiency.</span><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><span style=\"white-space:pre-wrap;\">Headquartered in Los Angeles, Journal Technologies is a long-time, wholly-owned subsidiary of Daily Journal Corporation (NASDAQ: DJCO). We also have a major office in Logan, Utah, a team in Melbourne, Australia, an office in Victoria, Canada and a growing number of remote staff across North America and the world.</span><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><span style=\"white-space:pre-wrap;\">Under our next generation of leadership, we're implementing a new vision for the company that prioritizes building an extraordinary workplace with empowered people at the heart of our business. Great people want to collaborate with great people, and we are actively looking for smart, motivated people who care deeply about the work they do.&nbsp;</span><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></p>"
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