Remote Intermediate Technical Support Specialist

Journal Technologies; United States; Remote; USD 55,000 - 85,000; Full time

Job summary

Journal Technologies is seeking an Intermediate Technical Support Analyst to provide technical software support. The role requires strong communication, analytical thinking, and the ability to resolve complex software issues while delivering excellent customer service.

You will respond to requests via phone, email, and support portal, troubleshoot using established methods, and collaborate with Product/Professional Services.

Qualifications

• Certificate or Diploma in Information Technology preferred or equivalent related experience.
• 2+ years of technical support experience with web-hosted, on-premise, and/or cloud-based software applications.
• Working knowledge of Java, HTML, and SQL sufficient to support, troubleshoot, and document issues.
• Experience with SQL queries and basic development to assist in troubleshooting and reporting.

Responsibilities

• Respond promptly to customer support requests via telephone, email, and support portal.
• Troubleshoot and resolve software and technical issues using established methods; escalate issues when needed.
• Track escalated tickets to ensure follow-up and resolution within SLAs.
• Collaborate with Product and Professional Services to resolve escalated issues.
• Log and track issues through resolution, ensuring accurate documentation in the knowledge base.
• Keep customers informed on ticket status via phone, email, and portal updates.
• Stay current with product changes by training and reviewing release documentation.
• Contribute to process improvements within the support team by identifying recurring issues.

Skills

Technical support

Verbal communication

Written communication

Analytical thinking

Customer service

Multitasking

Education

IT certificate or diploma

Tools

Java

HTML

SQL

Groovy

JavaScript

Job description

Journal Technologies is seeking an Intermediate Technical Support Analyst to provide technical software support. The role requires strong communication, analytical thinking, and the ability to resolve complex software issues while delivering excellent customer service.

You will respond to requests via phone, email, and support portal, troubleshoot using established methods, and collaborate with Product/Professional Services.