Experienced Customer Support Analyst – Court Management Solutions and Software Support Expertise

Introduction to blithequark At blithequark, we are pioneers in the development of cutting-edge software solutions for trial and appellate courts nationwide. Our innovative C-Track solutions empower courts to streamline their workflows, enhance collaboration, and improve overall efficiency. As a leading provider of enterprise software, we are committed to delivering exceptional products and services that transform the justice system. Our team of experts is dedicated to helping courts manage complex caseloads, and we are now seeking a talented Customer Support Analyst to join our Client Satisfaction team. About the Role As a Customer Support Analyst at blithequark, you will play a vital role in providing top-notch support to our valued customers. Under the guidance of our experienced Client Satisfaction Manager, you will serve as a first and second level support specialist within our contact center, ensuring timely and effective resolutions to customer inquiries and issues. This remote work position offers the opportunity to work independently and collaboratively as part of a dynamic team, leveraging your technical expertise and exceptional communication skills to deliver outstanding customer experiences. Key Responsibilities: Provide direct telephone support to customers, analyzing and resolving issues in a professional and courteous manner Demonstrate expertise in our C-Track products, serving as a subject matter expert and providing guidance on best practices and troubleshooting techniques Develop and maintain positive customer relationships, ensuring that customer needs are met and exceeded through personalized support and service Collaborate with the Client Satisfaction Manager to maintain existing content, ensuring that it is up-to-date and relevant to customer needs Process customer inquiries and reported issues, responding to them through written or telephone communications in a timely and effective manner Participate in quality monitoring and follow-up activities to ensure that customer issues are resolved to their satisfaction Work independently and as part of a team to complete tasks and projects, defining day-to-day tasks and priorities with guidance from the Client Satisfaction Manager About You To succeed as a Customer Support Analyst at blithequark, you should possess a strong background in computer science, computer engineering, business, or a related field, with a minimum of 2+ years of experience in requirements gathering and preparation of functional specifications or other technical documentation. You should have excellent analytical, troubleshooting, and decision-making skills, with a proven understanding of the full software development lifecycle from planning to implementation and maintenance. Essential Qualifications: Bachelor's Degree in Computer Science, Computer Engineering, Business, or a related field, or equivalent experience 2+ years of experience in requirements gathering and preparation of functional specifications or other technical documentation Strong analytical, troubleshooting, and decision-making skills Proven understanding of the full software development lifecycle from planning to implementation and maintenance Excellent written and verbal communication skills, with strong customer service skills Ability to work well in a fast-paced professional office environment, with a strong focus on quality, organization, and deadlines Preferred Qualifications: Experience with mocking up UI design is preferred but not required Experience with or understanding of judicial/court process is a plus, but not required Strong working knowledge of the Microsoft Office Product Suite Ability to interact professionally with a diverse group, including executives, managers, customers, and subject matter experts Career Growth and Learning Benefits At blithequark, we are committed to the personal and professional growth of our employees. As a Customer Support Analyst, you will have access to a range of learning and development opportunities, including LinkedIn Learning, internal Talent Marketplace, and Ten Thousand Coffees blithequark café networking. You will also be part of a globally recognized and award-winning organization that values diversity, equality, and inclusion, with a strong focus on work-life balance and employee wellbeing. Work Environment and Company Culture Our company culture is built on a foundation of transparency, justice, and inclusivity. We are a team of talented and dedicated professionals who are passionate about delivering exceptional products and services that make a positive impact on society. As a Customer Support Analyst at blithequark, you will be part of a dynamic and supportive team that values collaboration, creativity, and innovation. Our remote work environment offers the flexibility and autonomy to work from anywhere, with a range of benefits and perks that support your physical, mental, and financial wellbeing. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package that includes a base salary range of $70,000 - $130,000, depending on location and experience. You will also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Our benefits package includes comprehensive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. You will also have access to a range of work-life benefits, including flexible vacation, sick and safe paid time off, paid holidays, parental leave, and sabbatical leave. Conclusion If you are a motivated and talented individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for the Customer Support Analyst role at blithequark. As a member of our team, you will have the opportunity to work with a range of cutting-edge software solutions, collaborate with a dynamic and supportive team, and contribute to the development of innovative products and services that make a positive impact on society. Don't miss this opportunity to join a globally recognized and award-winning organization that values diversity, equality, and inclusion. Apply now to become a part of the blithequark team and help shape the future of the justice system.