CaseAware Application Support Technician

Purpose of this Role:

The CaseAware Application Support Technician provides essential technical support and resolves customer inquiries for law firms utilizing the CaseAware case management system. This role involves gathering detailed information from customers via email and the ticketing system to effectively troubleshoot and resolve reported issues and service requests. The ideal candidate is self-motivated, ensuring all issue details and resolutions are accurately documented and tracked within the internal ticketing system.

Essential Duties and Responsibilities:

Support Assistance

• Serve as a primary point of contact for support requests, evaluating inquiries and collecting necessary data for resolution.
• Monitor the support ticketing queue and fulfill assigned tickets within established SLA standards.
• Troubleshoot and assist with the timely resolution of technical issues.
• Provide timely issue resolution and clear communication with customers.
• Address a wide range of technical issues, including login problems, application functionality, desktop-to-server connectivity, integration setup and troubleshooting, new feature support, and defect/bug resolution within the application.
• Maintain professional, courteous, and responsive interactions with all customers.
• Collaborate with developers on customer-reported issues, including capturing defects, documenting them, opening production bugs, and ensuring their completion.

Implement/Update CaseAware functionality

• Determine requirements and develop implementation plans for scope of work.
• Coordinate with customers to:
  • Obtain necessary deliverables.
  • Complete project requirements.
  • Validate completed work, when applicable.
  • Provide limited scope training, when applicable.
• Maintain a detailed chronology of assigned projects, including precise time tracking.

Provide business analysis to customers using CaseAware

• Understand customer process flows and staff orientation.
• Maintain regular contact with the CaseAware team on open tickets and communicate with customers as needed, ensuring customer satisfaction.
• Report emerging trends and concerns to internal management.
• Review, analyze, and evaluate business systems and user needs.

Knowledge, Skills and Abilities:

General Skills:

• Self-Starter: Proactive in conducting research to complete tasks, with a strong growth mindset.
• Strong work ethic.
• Continuous Learner: Eager to constantly acquire new technology skills, with a natural curiosity for evolving technology innovations.
• Excellent Customer Service: Demonstrates strong communication, organizational, and follow-through skills.
• Collaborative team player.
• Ability to manage multiple projects simultaneously.

Technical Skills:

• Working knowledge of Linux and Windows operating systems.
• Ability to navigate server operating system directories (Linux/Windows), locate, and interpret system/application log files.
• Proficiency in creating, copying, deleting, and modifying files and directories.
• Competence in viewing, changing, adding, or modifying file and user permissions.
• Understanding of Scheduled Tasks and Cron Jobs.
• Ability to install and upgrade application packages/releases.
• Familiarity with reviewing and investigating logs for Root Cause Analysis (RCA).
• Basic command line proficiency for installing items, verifying services, and ensuring overall disk health.
• Familiarity with version control systems.

Training and Experience:

• 2+ years of CaseAware application experience, preferably as a systems administrator.
• Experience with installing and using numerous VPN clients, including Windows VPN.
• Familiarity with Linux, Apache, MySQL, PHP, LibreOffice, and WAMP.
• Basic understanding of application deployment.
• Experience supporting web-based applications.
• Proficiency in managing work via a ticketing system and email.
• Experience working with customers over the phone for problem resolution.
• Familiarity with setting up and troubleshooting system integrations.
• Background in Default Servicing, Mortgage Lending, Title Processing, or Litigation preferred.