Software Support Analyst — Critical Law Enforcement

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

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.