Senior Helpdesk Specialist (Remote)

Job Description

Job Description

Job Summary:

The position involves providing comprehensive support to the entire Justice Business Unit (BU) by promptly responding to Help Desk calls, conducting expert triage, and efficiently managing the resolution of customer service tickets. Additionally, maintaining proactive communication with customers during outages and service activities is essential for ensuring a seamless support experience.

Duties and Responsibilities:

• Possesses advanced knowledge of application architecture, including each application component and functionality, to effectively troubleshoot issues.
• As tenured professionals and subject matter experts (SMEs), individuals are cross trained in a range of products within the Justice BU.
• Monitors assignment group queues within the case management system, prioritizing and resolving tickets in a timely manner.
• Conducts thorough application-level troubleshooting, configuration adjustments, and facilitates case resolution to meet customer needs.
• Ensures a comprehensive understanding of the full application functionality and expected performance to provide accurate support.
• Actively contributes to the Knowledge Base, enhancing customer self-service capabilities and assisting fellow agents in resolving issues efficiently.
• Collaborates with various groups such as Application Operations and Hosting Operations, especially in scenarios requiring multi-group coordination.
• Handles diverse support tasks, including data analysis, script assistance, and configuration changes, to address specific customer concerns promptly.
• Performs other duties as assigned.

Education and Experience:

• Required experience with Court Case Management and Jury Software.
• A minimum of 5-10 years of experience in customer support experience 
• A minimum of 5 years of Court experience.

Knowledge, Skills, and Abilities:

• Possesses a thorough understanding of Court and Jury software and associated processes.
• Demonstrates exceptional communication skills to maintain professional and courteous interactions with end-users.

Work Environment :

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

Physical Demands :

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.