Senior Helpdesk Specialist

This is a fully remote position, open to applicants in Alabama, +3 more states.

📋 Description

• Delivering comprehensive assistance to the entire Justice Business Unit (BU) by promptly addressing Help Desk inquiries.

• Performing expert triage and effectively overseeing the resolution of customer service tickets.

• Ensuring proactive communication with customers during outages and service events.

• Holds advanced knowledge of application architecture, encompassing each application component and its functionality, to troubleshoot issues effectively.

• Monitors assignment group queues within the case management system, prioritizing and resolving tickets in a timely fashion.

• Engages in thorough application-level troubleshooting, configuration modifications, and facilitates case resolution to fulfill customer requirements.

• Actively enhances the Knowledge Base, improving customer self-service options and aiding fellow agents in resolving issues efficiently.

⛳️ Requirements

• Required experience with Court Case Management and Jury Software.

• A minimum of 5-10 years of experience in Help Desk management is essential.

• Possesses a comprehensive understanding of Court and Jury software and related processes.

• Exhibits outstanding communication skills to maintain professional and courteous interactions with end-users.

🏝️ Benefits

• Competitive benefits and compensation package