Experienced Customer Support Analyst – Court Management Solutions

Are you passionate about delivering exceptional customer experiences and passionate about the pursuit of justice, truth, and transparency? Do you have a knack for analyzing complex problems and providing creative solutions? If so, we invite you to join our dynamic team at arenaflex as a Customer Support Analyst, where you will play a vital role in supporting our case management solution customers and helping them achieve their goals.

About arenaflex

arenaflex is the leading provider of enterprise software for trial and appellate courts nationwide. Our C-Track solutions empower courts to efficiently manage caseloads, improve collaboration across justice platforms, and transform into modern examples of efficiency and effectiveness. Judges, clerks, and IT personnel rely on C-Track for managing their complex workflows, enabling staff to manage increased caseloads with fewer resources. Our suite of C-Track products includes case management, electronic filing, and document management solutions.

The Role

As a Customer Support Analyst, you will work closely with our Client Satisfaction Manager to provide first and second-level support to our existing customers. This role may involve direct customer contact, interacting with customers to resolve issues, and serving as a subject matter expert for our products and processes. You will also be responsible for quality monitoring and follow-up of customer calls. This is a remote work position, offering the flexibility to work from anywhere while still being part of a dynamic team.

Key Responsibilities

* Provide direct telephone support to customers when required

• Analyze and use judgment in recommending methods and techniques for obtaining solutions
• Demonstrate the ability to work independently as well as in a team environment
• Maintain existing content to ensure it is up-to-date and maintained in a timely manner
• Serve as a conduit between the operations community (internal customers) and the software development team
• Complete tasks with the input from the Client Satisfaction Manager
• Work is project-oriented, and day-to-day tasks must be defined by the employee with guidance from the Client Satisfaction Manager
• Understand corporate goals and practices and apply them when resolving a variety of problems
• Make a commitment to ensure that customer needs are met by taking personal responsibility for service and quality
• Process customer inquiries and reported issues, responding to them through written or telephone communications
• Develop and maintain positive customer relationships, ensuring the company is represented in every customer contact in a manner consistent with arenaflex's values

About You

We are looking for a highly motivated and customer-focused individual to join our team. To be successful in this role, you will need:

• A 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
• Analytical, troubleshooting, and decision-making skills
• A proven understanding of the full software development lifecycle from planning to implementation and maintenance
• Quality-focused, organized, and deadline-oriented
• The ability to understand, articulate technical requirements, processes, and translate that information into technical documentation
• Strong written and verbal communication skills, along with excellent customer service skills
• A strong working knowledge of the Microsoft Office Product Suite
• 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

What's in it for You?

Join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Wellbeing: Comprehensive benefit plans, flexible and supportive benefits for work-life balance, including flexible vacation, two company-wide Mental Health Days Off, work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription, retirement, savings, tuition reimbursement, and employee incentive programs
• Culture: Globally recognized and award-winning reputation for equality, diversity, and inclusion, flexibility, work-life balance, and more
• Learning & Development: LinkedIn Learning access, internal Talent Marketplace with opportunities to work on projects cross-company, Ten Thousand Coffees Thomson Reuters café networking
• Social Impact: Ten employee-driven Business Resource Groups, two paid volunteer days annually, Environmental, Social, and Governance (ESG) initiatives for local and global impact
• Purpose Driven Work: We help our customers pursue justice, truth, and transparency, and we are committed to upholding the rule of law, turning the wheels of commerce, catching bad actors, reporting the facts, and providing trusted, unbiased information to people all over the world

Compensation and Benefits

arenaflex offers a comprehensive benefits package, including market-competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401(k) plan with company match. In addition, we offer market-leading work-life benefits, including competitive vacation, sick, and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceed the requirements of paid time off in accordance with any applicable state or municipal laws.

Accessibility

arenaflex is an Equal Employment Opportunity/Affirmative Action Employer, providing a drug-free workplace. We make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

How to Apply

If you are passionate about delivering exceptional customer experiences and passionate about the pursuit of justice, truth, and transparency, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we look forward to reviewing your qualifications. Apply Now!

Note:

This job posting will close on 02/28/2025. Apply for this job