Job Description
The Customer Care Technical Analyst will be responsible for front-line technical support of the Northpointe Suite, including troubleshooting and first-stage investigative work required to drive customer issues to resolution. The successful candidate will work with the existing Customer Care team to support our client base, with opportunity for growth within the company. This is a 2nd shift remote position with core hours of 12:00 PM – 9:00 PM EST. Upon completion of training and onboarding, the role includes after-hours on-call responsibility for Priority 1 (P1) tickets only. Some exceptions for onboarding, company meetings, and on-site requirements may apply.
equivant SCP is dedicated to helping justice agencies better support the individuals and communities they serve. The Northpointe Suite software brings together the tools agencies need to manage cases, streamline workflows, and improve communication across the justice system. When you join equivant, you become part of a team that values purpose, collaboration, and real-world impact.
Primary Responsibilities
Support & Troubleshooting
- Respond to incoming customer inquiries across all available channels, managing a work queue to ensure compliance with Service Level Agreement timeframes.
- Establish proficiency in the Northpointe Suite and underlying database management systems to troubleshoot and resolve customer application software issues.
- Accurately assess the priority and severity of customer issues based on predefined criteria, customer problem descriptions, and industry experience; utilize established escalation paths for issues of routine scope and complexity.
- Provide practical workarounds to customers when immediate software modifications are not available.
Documentation & Case Management
- Log all and any ongoing actions with thorough, specific detail — capturing sufficient context so that any team member can understand the full history of an issue without follow-up, and building the support knowledge base over time.
- Monitor open tickets twice daily to ensure timely progress; keep ticket status current and maintain proactive customer communication throughout.
- Maintain quality test records to capture testing evidence carried out prior to software releases.
Communication & Relationships
- Communicate proactively with customers and internal stakeholders — including status updates using pre-defined criteria.
- Build strong relationships with 3rd parties and external providers to ensure timely data flow.
- Provide updates to the Customer Care Manager as needed; collaborate with customers and internal teams — including Quality Assurance and Deployment — to coordinate the resolution and deployment of fixes for application defects.
- Use technology effectively to collaborate and maintain strong remote working relationships (Teams, SharePoint, Confluence, Jira, etc.). Camera use is expected on all customer calls and team meetings.
Process & Continuous Improvement
- Follow documented procedures for processing complex data, reporting problems, and required changes.
- Assist with creating, organizing, and maintaining the equivant Documentation Library.
- Understand team metrics and SLA standards; make suggestions to improve data quality and processes.
Basic Qualifications
- Communication: Consistent, proactive, and detailed — internally and externally. Does not wait to be asked for updates. Written and verbal communication is clear, organized, and stands alone without follow-up clarification.
- Curiosity and Self-Direction: Approaches unfamiliar problems with initiative. Independently researches issues, asks thoughtful questions, and pursues skill growth without requiring direction to do so.
- Ability to recognize trends in escalated issues.
- Ability to manage multiple complex tasks simultaneously in a fast-paced, deadline-oriented environment.
- Zendesk experience preferred; or equivalent ticketing system experience.
- Basic SQL knowledge preferred, or willingness to learn.
Worker Type:
Regular
Number of Openings Available:
1
