Technical Customer Support Specialist

About the Company

Founded in 1992, Mi-Case is the industry leader in fully integrated offender management software solutions, as well as providing expertise and consulting within the Public Sector for Digital Transformation. Mi-Case leverages a unique combination of technical, functional and industry specialization as well as partnerships with key software vendors to deliver maximum value add projects.

About the Role

The Mi-Case Technical Customer Support Specialist is responsible for delivering outstanding customer service and technical assistance for our cloud-based software products. This role involves diagnosing and resolving software-related issues, guiding customers through solutions, and collaborating with internal teams to address technical concerns and improve the overall user experience. Strong communication and problem-solving skills, along with a customer-centric mindset and a proactive approach are essential as you collaborate with various stakeholders to enhance service delivery. Other responsibilities will be acting as a customer advocate, helping to maintain the internal knowledge base, management of the ticketing system, and communicating with internal stakeholders.

Responsibilities

• Provide timely, efficient, and professional support via various channels (email, phone, chat, or ticketing system) to troubleshoot software issues, answer questions, and resolve concerns related to the company’s SaaS products.
• Diagnose, troubleshoot, and resolve technical issues ranging from simple queries to more complex software bugs and configuration problems, escalating to specialized teams when necessary.
• Take ownership and responsibility of customer issues until resolved.
• Develop deep knowledge of the company’s SaaS products and features, staying updated with new releases, updates, and best practices.
• Work closely with development, product, and QA teams to report software bugs, product feedback, and feature requests.
• Assist in reproducing customer-reported issues to aid development teams in diagnosis and resolution.
• Create and maintain internal documentation, FAQs, and troubleshooting guides to support customers and internal teams.
• Update product knowledge articles to reflect new features or common issues.
• Track and report on key performance metrics (e.g., ticket resolution time, customer satisfaction, etc.) and ensure that service-level agreements (SLAs) are met.

Qualifications

• Bachelor’s degree in computer science / management information systems or relevant technical field experience.
• A minimum of 3 years related professional work experience, such as application support or professional services.
• Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library) or ITSM (IT Service Management).

Required Skills

• Familiarity with SaaS platforms, troubleshooting tools, and basic software development concepts (e.g., APIs, databases, etc.).
• Previous experience in a technical support or customer support role, ideally within a SaaS environment.
• Strong written and verbal communication skills, empathy, and a customer-first mindset. Ability to break down technical information into clear, user-friendly language.
• Excellent analytical skills and the ability to think critically when diagnosing complex issues.
• Ability to manage multiple support tickets or cases simultaneously, while maintaining quality and meeting SLAs.
• Experience with bug tracking; Azure DevOps preferred.
• Hands on experience with Service Desk software; Service Desk Plus Cloud preferred.

Preferred Skills

• Response time within documented SLAs for each customer.
• Resolution Time within documented SLAs for each customer.
• Staff satisfaction.
• Ticket aging reports (daily, weekly, monthly).
• Number of Outstanding Issues.