CaseAware Application Support Technician

ViziRecruiter,LLC.; California (MO); On-site; USD 60,000 - 80,000; Full time

Job summary

A technology support firm is seeking a CaseAware Application Support Technician to handle customer inquiries and resolve technical issues for law firms. This role involves troubleshooting application defects and assisting with integration setups. The ideal candidate will have over 2 years of experience with CaseAware and possess strong technical skills in both Linux and Windows environments. Excellent customer service and communication skills are essential for success in this role.

Qualifications

• Must have excellent communication, organizational, and follow-through skills.
• Experience with Linux, Windows, and VPN solutions required.
• Ability to perform root cause analysis on log files is necessary.

Responsibilities

• Act as a point of contact for support matters.
• Troubleshoot and resolve technical issues for customers.
• Provide business analysis to customers using CaseAware.

Skills

Self-Starter

Excellent Customer Service skills

Team Player

Ability to work on multiple projects

Education

2+ years CaseAware application experience

Tools

Linux

Windows

VPN clients

Job description

Introduction

Are you tired of the working "normal" jobs? Would you like to learn a new skill? Are you ready to collaborate with industry experts in the field and make a difference? If you answered yes to any of these, your future may lie below.

Overview

The CaseAware Application Support Technician is responsible for resolving customer inquiries and technical issues for law firms utilizing the CaseAware case management system. This role involves gathering detailed information from customers through email and the ticketing system to effectively troubleshoot and resolve reported issues and service requests. The technician is expected to be self‑motivated and is responsible for ensuring all relevant issue details and resolutions are accurately documented and tracked within the internal ticketing system.

Responsibilities

• Support Assistance
  • 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
• Issues can range from simple to difficult – unable to login or access different functionality within the application, connectivity from the desktop to the server, integration set‑up support, integration troubleshooting, new functionality developed in the application, as well as defects/bugs with the application.
• Application Support Staff must be professional, courteous and responsive
• Work with developers on customer reported issues – capturing defects, documenting them, opening a prod bug and following through to completion.
• Implement/Update CaseAware functionality
  • Determine requirements / implementation plan for scope of work
  • Coordinate with the customer to:
    • Obtain necessary deliverables
    • Complete project requirements
    • Validate work completed, when applicable
    • Provide limited scope training, when applicable
  • Maintain detailed chronology of projects assigned, including precise time tracking.
• Provide business analysis to customers using CaseAware
  • Understand the Customers process flow and staff orientation
  • 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

Requirements

Knowledge, Skills and Abilities:

• General Skills
  • Self‑Starter – will do the research required to get a task completed and a growth mindset
  • Hard Worker
  • Willingness to Learn – constantly learning more technology skills, likes to write code on their free‑time, and has a natural curiosity to evolve with technology innovations
  • Excellent Customer Service skills – Communication, Organizational, and Follow‑Through
  • Team Player
  • Ability to work on multiple projects at once
• Technical Skills
  • Working knowledge of Linux and Windows operating systems
  • Ability to 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
  • Have an understanding of Schedule Task and Cron Jobs
  • Ability to install/upgrade application packages/releases
  • Familiarity with reviewing and investigating logs for Root Cause Analysis
  • Basic command line proficiency for installing items, verifying services, and ensuring overall disk health
  • Familiarity with version control systems

Training and Experience:

• 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 understanding of application deployment
• 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
• Background in Default servicing, mortgage lending, title processing or litigation preferred