Customer Care Analyst- JWorks

Handle customer inquiries with professionalism and empathy via phone and Zendesk platform. 

Build and nurture relationships with court administrators and end users, proactively surfacing concerns before they become escalations. 

Accurately log, track, and manage issues using our ticketing system with a high standard of detail and clarity. 

Apply deep knowledge of JWorks and its underlying technologies to diagnose and resolve complex application issues including SQL query analysis, application log review, and configuration troubleshooting. 

Investigate data issues, workflow failures, integration errors, and document generation problems with minimal escalation. 

Provide effective workarounds when immediate fixes are unavailable, communicating clearly what the limitation is and what customers can expect. 

Recognize patterns across cases and proactively flag recurring issues to the engineering team. 

Assess and prioritize inbound issues using predefined severity criteria and your own technical judgment. 

Route issues appropriately based on technical scope, urgency, and the responsible team. 

Manage your own queue with ownership and discipline, addressing the highest-impact issues first. 

Maintain clear, proactive communication with customers throughout the resolution lifecycle. 

Work closely with Product, Development, QA, and Deployment teams to coordinate fixes, validate solutions, and close the loop with customers. 

Confidently initiate conversations with engineers and product managers when you need answers.  

Thoroughly document technical issues, root causes, and resolutions to build a reusable knowledge base as our customer base grows. 

Contribute to process improvement efforts and help identify systemic gaps in product behavior or support workflows. 

Escalate to management with well-organized, decision-ready summaries. 

Participate in on-call rotations and support after-hours incident response.