Remote Technical Support Analyst - Flexible Hours

Journal Technologies; Los Angeles (CA); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) retirement program

Paid time off and holidays

Remote work option

Job summary

Journal Technologies, a Los Angeles-based subsidiary of Daily Journal Corporation, seeks an Intermediate Technical Support Analyst to resolve software and service issues for remote and on-site customers. The role emphasizes clear communication, analytical thinking, and a strong customer-first approach.

The ideal candidate will troubleshoot complex systems, collaborate with Product and Professional Services teams, and contribute to knowledge base improvements.

Qualifications

• Certificate or Diploma in Information Technology or equivalent experience.
• 2+ years of technical support experience with web-hosted, on-premise, and/or cloud-based software.
• Experience with Java, HTML, and SQL to troubleshoot and document issues.

Responsibilities

• Respond to customer support requests via phone, email, and portal.
• Troubleshoot and resolve software/tech issues; escalate when needed.
• Track tickets to ensure timely resolution per SLAs.
• Collaborate with Product/Services teams to resolve escalations.
• Log and document issues accurately in the knowledge base.
• Communicate status updates to customers through approved channels.
• Stay current with product changes and release notes.
• Support process improvements within the team; participate in on-call shifts.
• Occasionally travel to customer sites as needed.

Skills

Remote support

Communication skills

Multitasking

Stakeholder collaboration

Customer focus

Adaptability

Problem solving

Education

IT certificate or diploma

Tools

Java

HTML

SQL

Crystal Reports

Job description

Journal Technologies, a Los Angeles-based subsidiary of Daily Journal Corporation, seeks an Intermediate Technical Support Analyst to resolve software and service issues for remote and on-site customers. The role emphasizes clear communication, analytical thinking, and a strong customer-first approach.

The ideal candidate will troubleshoot complex systems, collaborate with Product and Professional Services teams, and contribute to knowledge base improvements.