Software Support Analyst

Penlink; Lincoln (NE); On-site; USD 55,000 - 75,000; Full time

Job summary

Penlink is seeking a Software Support Analyst to support law enforcement clients from Lincoln, NE. The role focuses on researching, resolving, and documenting inquiries quickly and accurately, serving as the primary on-site contact for clients and coordinating with internal teams to resolve issues.

Candidates should be able to troubleshoot software/OS problems, communicate clearly, and document interactions in the CRM. Prior IT or tech-industry experience is preferred.

Qualifications

• Experience with Windows OS and MS Office.
• 1+ year of customer service or related experience.
• Oracle or SQL experience is a plus.

Responsibilities

• Provide exceptional service to Law Enforcement clients via phone and email.
• Document all client interactions in the CRM with accuracy.
• Troubleshoot issues within the software/OS using available docs and reasoning.
• Escalate tickets per team procedures when needed.
• Collaborate with Development, Product, Sales and Marketing to drive solutions.
• Maintain professional client relationships and adhere to processes.

Skills

Customer service

CRM documentation

Troubleshooting

Communication

Team collaboration

Windows OS

Microsoft Office

Oracle/SQL experience

Job description

The Software Support Analyst is accountable for providing our clients with exceptional support in their mission of fighting wrongdoing. This position will be responsible for ensuring all support inquiries are researched, resolved, and documented with speed and accuracy.This is an on-site position located in Lincoln, NE.

Your Responsibilities

• Providing exceptional service to our Law Enforcement clients via phone and email.
• Documenting all client interactions within our CRM system, including communications (phone or email), reported issues, questions, feature suggestions, and task requests.
• Serving as a front-line representative of Penlink for on-demand assistance to clients.
• Troubleshooting issues within the software/OS using a mixture of existing documentation and logical thought processes.
• Determining when it is necessary to escape support tickets via predefined team escalation procedures.
• Collaborating with other teams to drive solutions, including Development, Product Management, Sales, and Marketing.
• Managing expectations while encouraging positive sentiment toward Penlink products and services.
• Adhering to team and company processes.
• Utilizing team and company systems.
• Other duties as assigned.

Your Competencies

• Become an expert.
• Simply knowing how to use our software won’t cut it in this career. Understanding the client’s end goal and working backwards from there, utilizing expertise of software workflows and general reasoning skills is how you will help bring success to clients’ missions!
• Solve complex issues.
• Our clients rely on us to keep their systems healthy. Be an outside-the-box thinker. Be willing to fix issues by following previously documented steps, but also be ready to tackle issues that have never been encountered. Your ability to creatively resolve to these problems and document the fixes is paramount.
• Be an excellent communicator.
• We communicate with Intel Analysts, Case Agents, Wireroom Supervisors, and System Administrators daily. Knowing how to communicate clearly and appropriately to each client is key to building a successful relationship.

Requirements

Your Education & Experience

• Competent with Windows OS and Microsoft Office Suite.
• 1+ year of customer service or related experience.
• Ability to quickly learn new applications and workflows.
• Prior experience in the tech industry preferred.
• Oracle or SQL experience is a plus.