Job Description

Job Description

Job Description

Job Summary:

The position involves providing comprehensive support to the entire Justice Business Unit (BU) by promptly responding to Help Desk calls, conducting expert triage, and efficiently managing the resolution of customer service tickets. Additionally, maintaining proactive communication with customers during outages and service activities is essential for ensuring a seamless support experience.

Duties and Responsibilities:

• Possesses advanced knowledge of application architecture, including each application component and functionality, to effectively troubleshoot issues.
• As tenured professionals and subject matter experts (SMEs), individuals are cross trained in a range of products within the Justice BU.
• Monitors assignment group queues within the case management system, prioritizing and resolving tickets in a timely manner.
• Conducts thorough application-level troubleshooting, configuration adjustments, and facilitates case resolution to meet customer needs.
• Ensures a comprehensive understanding of the full application functionality and expected performance to provide accurate support.
• Actively contributes to the Knowledge Base, enhancing customer self-service capabilities and assisting fellow agents in resolving issues efficiently.
• Collaborates with various groups such as Application Operations and Hosting Operations, especially in scenarios requiring multi-group coordination.
• Handles diverse support tasks, including data analysis, script assistance, and configuration changes, to address specific customer concerns promptly.
• Potential for occasional after-hours or weekend responsibilities.
• Perform other duties as assigned.

Education and Experience:

• Required experience with Court Case Management and Jury Software.
• A minimum of 1-5 years in Technical Help Desk management is mandatory.
• Batchelor's of Computer Science (Preferred)

Knowledge, Skills, and Abilities:

• Possesses a thorough understanding of Court and Jury software and associated processes.
• Demonstrates exceptional communication skills to maintain professional and courteous interactions with end-users.
• Diligence documenting activities and updating case records for current state and effort histories.
• Ability to read and diagnose application logs.
• Quick learner of software applications to quickly assist others with the application.
• Understanding of security basics and best practices.
• Proficiency using CRM and ticketing systems. Experience with ServiceNow is a plus.

Work Environment:

• Requires a quiet and uninterrupted environment to facilitate effective communication with clients and internal support teams.
• Reliable high-speed internet for a remote working environment.

Physical Demands:

• Must be capable of maintaining a stationary position for most of the day.
• Regular operation of computers and office machinery, with occasional movement within the office.
• Frequent communication via telephone.

Avenu Summary:

With the backing of four decades of public sector expertise and corporate capability, Avenu has successfully supported government services. Avenu was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Avenu is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Avenu offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Avenu offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Avenu is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.

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