Remote Technical Support Analyst — Flexible Hours

journaltech; Logan (UT); Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental, vision coverage

Paid time off

Remote work option

Professional development funds

Job summary

Journal Technologies is seeking an Intermediate Technical Support Analyst to help customers resolve complex issues in our enterprise software suite. You will troubleshoot, document resolutions, and collaborate with Product and Professional Services to drive customer success.

The ideal candidate has 2+ years in tech support, experience with Java, HTML, SQL, and scripting, and thrives on solving puzzles. Remote options may be available; occasional travel to clients could occur.

Qualifications

• Certificate or Diploma in Information Technology or equivalent experience.
• 2+ years of technical support experience with web-hosted, on-premise, or cloud software.
• Working knowledge of Java, HTML, SQL; scripting experience a plus.

Responsibilities

• Respond to customer support requests via phone, email, and portal.
• Troubleshoot software and technical issues; escalate per guidelines.
• Track tickets to ensure SLA-aligned resolution and update KB.
• Collaborate with Product and Professional Services to resolve escalations.
• Log and prioritize issues; document clearly in the Knowledge Base.
• Provide status updates via phone, email, and portal notifications.
• Stay current with product changes through training and releases.
• Contribute to process improvements within the support team.
• Provide after-hours on-call support on a rotating basis.
• Occasionally travel to client sites to provide on-site support.

Skills

Technical support

Remote collaboration

Java

HTML

SQL

Scripting (Groovy/JavaScript)

Crystal Reports

Agile/Scrum

Customer success

Education

IT certificate or diploma

Tools

Crystal Reports

SQL

Job description

Journal Technologies is seeking an Intermediate Technical Support Analyst to help customers resolve complex issues in our enterprise software suite. You will troubleshoot, document resolutions, and collaborate with Product and Professional Services to drive customer success.

The ideal candidate has 2+ years in tech support, experience with Java, HTML, SQL, and scripting, and thrives on solving puzzles. Remote options may be available; occasional travel to clients could occur.