CaseAware Application Support Technician

Provest LLC•Hendersonville, TN

About The Position

The CaseAware Application Support Technician is responsible for resolving customer inquiries and technical issues for law firms utilizing the CaseAware case management system. This role involves gathering detailed information from customers through email and the ticketing system to effectively troubleshoot and resolve reported issues and service requests. The technician is expected to be self-motivated and is responsible for ensuring all relevant issue details and resolutions are accurately documented and tracked within the internal ticketing system.

Requirements

Self-Starter – will do the research required to get a task completed and a growth mindset
Hard Worker
Willingness to Learn – constantly learning more technology skills, likes to write code on their free-time, and has a natural curiosity to evolve with technology innovations
Excellent Customer Service skills – Communication, Organizational, and Follow-Through
Team Player
Ability to work on multiple projects at once
Working knowledge of Linux and Windows operating systems
Ability to navigate server operating system directories (Linux/Windows), locate and interpret system/application log files
Create, copy, delete and modify files and directories
View, change, add or modify file and user permissions
Have an understanding of Schedule Task and Cron Jobs
Ability to install/upgrade application packages/releases
Familiarity with reviewing and investigating logs for Root Cause Analysis
Basic command line proficiency for installing items, verifying services, and ensuring overall disk health
Familiarity with version control systems
2+ CaseAware application experience preferably as a systems administrator
Experience with installing and using numerous VPN clients including windows VPN.
Familiar with Linux, Apache, MySQL, PHP, LibreOffice, and WAMP
Basic understanding of application deployment
Supporting a web-based application
Managing work via a ticketing system via email
Working with customers over the phone with problem resolution
Familiarity with setting up and troubleshoot integrations

Nice To Haves

Background in Default servicing, mortgage lending, title processing or litigation preferred

Responsibilities

Act as a point of contact for Support matters, including but not limited to receiving and evaluating Support request, collecting all necessary data to provide to Support, communicating with Support to resolve the issue.
Monitor ticketing queue and fulfill assigned tickets within SLA standards
Troubleshoot the issue and assist with the resolution
Timely resolution and communication with customers
Issues can range from simple to difficult - unable to login or access different functionality within the application, connectivity from the desktop to the server, integration set-up support, integration troubleshooting, new functionality developed in the application, as well as defects/bugs with the application.
Application Support Staff must be professional, courteous and responsive
Work with developers on customer reported issues- capturing defects, documenting them, opening a prod bug and following through to completion.
Determine requirements / implementation plan for scope of work
Coordinate with the customer to:
Obtain necessary deliverables
Complete project requirements
Validate work completed, when applicable
Provide limited scope training, when applicable
Maintain detailed chronology of projects assigned, including precise time tracking.
Understand the Customers process flow and staff orientation
Maintain regular contact with CaseAware team on open tickets and communicate with customers, as necessary, ensuring customer satisfaction
Report trends and concerns to internal management
Reviewing, analyzing, and evaluating business systems and user needs