Customer Care Analyst

equivant Court • FL

145d

About The Position

As a Customer Care Analyst at equivantCourt, you will be the first point of contact for customers seeking support with our case management software and companion products. You’ll apply your technical expertise to troubleshoot complex issues in SQL Server and Oracle environments, while collaborating with internal teams to ensure timely resolution. This role is ideal for a proactive, experienced professional who thrives in fast-paced environments and takes initiative to drive customer success. Familiarity with legal or court systems is a strong asset, and a passion for delivering high-quality service is essential.

Requirements

• Equivalent experience required; bachelor’s degree preferred.
• 3+ years of experience in technical support or software troubleshooting in enterprise environments.
• Strong proficiency in Microsoft SQL Server and Oracle database environments.
• Exceptional analytical, organizational, and communication skills.
• Proven ability to manage multiple complex tasks in a deadline-driven setting.
• Self-starter with a strong sense of ownership and initiative.

Nice To Haves

• Experience with CourtView or other court case management systems.
• Familiarity with county/municipal court operations.

Responsibilities

• Handle customer inquiries with professionalism and empathy via support platforms.
• Accurately log and track issues using our customer ticketing system.
• Apply advanced knowledge of software applications, hardware platforms, and database systems (SQL Server, Oracle) to diagnose and resolve complex issues.
• Provide creative and effective workarounds when immediate solutions are unavailable.
• Assess and prioritize customer issues using predefined criteria and industry experience.
• Route issues appropriately based on technical scope, urgency, and departmental responsibilities.
• Maintain clear and proactive communication with customers throughout the resolution process.
• Work closely with internal teams (Sales, Product, Development) to coordinate fixes and ensure timely resolution.
• Thoroughly document technical issues and escalate when necessary, contributing to knowledge base and process improvement.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees