Technical Customer Support Specialist

Mi-Case; Indianapolis (IN); On-site; USD 65,000 - 85,000; Full time

Job summary

Mi-Case is seeking a Technical Customer Support Specialist to deliver outstanding customer service and technical assistance for our cloud-based SaaS products. This role involves diagnosing and resolving issues, guiding customers to solutions, and collaborating with development, product, and QA teams to improve the user experience.

You will own tickets end-to-end, maintain internal documentation, track SLAs, and contribute to knowledge bases.

Qualifications

• Bachelor’s degree in computer science, MIS or related field.
• Minimum of 3 years of professional work experience in application support or ITSM.
• Familiarity with ITIL/ITSM lifecycle and best practices.

Responsibilities

• Provide timely, professional support via email, phone, chat or ticketing system to troubleshoot SaaS issues.
• Diagnose, troubleshoot, and resolve software issues, escalating when necessary.
• Own customer tickets from open to close and ensure resolution.
• Develop deep knowledge of Mi-Case SaaS products and stay updated on releases.
• Collaborate with development, product and QA teams to report bugs and feedback.
• Create and maintain internal knowledge base and troubleshooting guides.
• Track ticket metrics and ensure SLAs are met.

Skills

SaaS platforms

APIs

Databases

Azure DevOps

Service Desk Plus Cloud

Customer support

Communication

SLAs

Education

Bachelor’s degree in computer science / MIS

Tools

Azure DevOps

Service Desk Plus Cloud

Job description

Founded in 1992, Mi-Case is the industry leader in fully integrated offender management software solutions, as well as providing expertise and consulting within the Public Sector for Digital Transformation. Mi-Case leverages a unique combination of technical, functional and industry specialization as well as partnerships with key software vendors to deliver maximum value add projects.

About the Role

The Mi-Case Technical Customer Support Specialist is responsible for delivering outstanding customer service and technical assistance for our cloud-based software products. This role involves diagnosing and resolving software-related issues, guiding customers through solutions, and collaborating with internal teams to address technical concerns and improve the overall user experience. Strong communication and problem-solving skills, along with a customer-centric mindset and a proactive approach are essential as you collaborate with various stakeholders to enhance service delivery. Other responsibilities will be acting as a customer advocate, helping to maintain the internal knowledge base, management of the ticketing system, and communicating with internal stakeholders.

Responsibilities

• Provide timely, efficient, and professional support via various channels (email, phone, chat, or ticketing system) to troubleshoot software issues, answer questions, and resolve concerns related to the company’s SaaS products.
• Diagnose, troubleshoot, and resolve technical issues ranging from simple queries to more complex software bugs and configuration problems, escalating to specialized teams when necessary.
• Take ownership and responsibility of customer issues until resolved.
• Develop deep knowledge of the company’s SaaS products and features, staying updated with new releases, updates, and best practices.
• Work closely with development, product, and QA teams to report software bugs, product feedback, and feature requests.
• Assist in reproducing customer-reported issues to aid development teams in diagnosis and resolution.
• Create and maintain internal documentation, FAQs, and troubleshooting guides to support customers and internal teams.
• Update product knowledge articles to reflect new features or common issues.
• Track and report on key performance metrics (e.g., ticket resolution time, customer satisfaction, etc.) and ensure that service-level agreements (SLAs) are met.

Qualifications

• Bachelor’s degree in computer science / management information systems or relevant technical field experience.
• A minimum of 3 years related professional work experience, such as application support or professional services.
• Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library) or ITSM (IT Service Management).

Required Skills

• Familiarity with SaaS platforms, troubleshooting tools, and basic software development concepts (e.g., APIs, databases, etc.).
• Previous experience in a technical support or customer support role, ideally within a SaaS environment.
• Strong written and verbal communication skills, empathy, and a customer-first mindset. Ability to break down technical information into clear, user-friendly language.
• Excellent analytical skills and the ability to think critically when diagnosing complex issues.
• Ability to manage multiple support tickets or cases simultaneously, while maintaining quality and meeting SLAs.
• Experience with bug tracking; Azure DevOps preferred.
• Hands on experience with Service Desk software; Service Desk Plus Cloud preferred.

Preferred Skills

• Response time within documented SLAs for each customer.
• Resolution Time within documented SLAs for each customer.
• Staff satisfaction.
• Ticket aging reports (daily, weekly, monthly).