Summary:

Responsible for resolving customer inquiries and technical issues for law firms utilizing the CaseAware case management system; including gathering detailed information from customers through email and the ticketing system to effectively troubleshoot and resolve reported issues and service requests.

Essential Duties and Responsibilities:

• Act as a point of contact for Support matters, including but not limited to receiving and evaluating Support request, collecting all necessary data to provide to Support, communicating with Support to resolve the issue.
• Monitor ticketing queue and fulfill assigned tickets within SLA standards
• Troubleshoot the issue and assist with the resolution
• Timely resolution and communication with customers
• Work with developers on customer reported issues- capturing defects, documenting them, opening a prod bug and following through to completion.
• Implement and Update CaseAware functionality including installing and upgrading application packages and releases
• Coordinate with the customer to obtain necessary deliverables, complete project requirements, validate work completed, and provide limited scope training, when applicable
• Maintain detailed chronology of projects assigned, including precise time tracking.
• Provide business analysis to customers using CaseAware
• Maintain regular contact with CaseAware team on open tickets and communicate with customers, as necessary, ensuring customer satisfaction
• Report trends and concerns to internal management
• Reviewing, analyzing, and evaluating business systems and user needs
• Navigate server operating system directories (Linux/Windows), locate and interpret system/application log files
• Create, copy, delete and modify files and directories
• View, change, add or modify file and user permissions
• Punctual and regular attendance.
• Perform other duties as assigned.

Minimum Qualifications:

• High Diploma or equivalent
• Two or more years (2+) CaseAware application experience preferably as a systems administrator
• Experience with installing and using numerous VPN clients including windows VPN.
• Familiar with Linux, Apache, MySQL, PHP, LibreOffice, and WAMP
• Basic command line proficiency for installing items, verifying services, and ensuring overall disk health
• Demonstrated experience with Schedule Task and Cron Jobs
• Basic understanding of application deployment and version control systems
• Supporting a web-based application
• Managing work via a ticketing system via email
• Working with customers over the phone with problem resolution
• Familiarity with setting up and troubleshoot integrations
• Self starter that is organized and can prioritize tasks
• Excellent written and verbal communication

Travel Requirement

None.

Supervisory Duties

None.

Work Environment

Remote work environment. Occasionally required to sit for long hours, walk, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; talk or hear.

Physical Demand

Occasionally lift and/or move up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.