Customer Care Analyst- JWorks

Job Summary:

equivant builds the technology that helps courts operate with fairness, integrity, and confidence, and JWorks is our flagship Java-based court case management platform. We are looking for a technically sharp, self-directed Customer Care Analyst to join our JWorks support team. This role is good for someone who sees a problem and digs in, asks the right questions, and aspires to solve hard technical challenges. You will own Tier I support for JWorks, serving as a critical bridge between our customers and our engineering and product teams while building real relationships with the court professionals who rely on the platform every day. If you have a background in enterprise software support, thrive when things move fast, and want to develop and grow as an expert in a critical court platform, we want to talk to you.

Job Description:

We are looking for a customer oriented professional who can take on the responsibility of providing Tier I software application support for the equivant case management system(s) and companion product(s).

Key Responsibilities

• Handle customer inquiries with professionalism and empathy via phone and Zendesk platform.

• Build and nurture relationships with court administrators and end users, proactively surfacing concerns before they become escalations.

• Accurately log, track, and manage issues using our ticketing system with a high standard of detail and clarity.

• Apply deep knowledge of JWorks and its underlying technologies to diagnose and resolve complex application issues including SQL query analysis, application log review, and configuration troubleshooting.

• Investigate data issues, workflow failures, integration errors, and document generation problems with minimal escalation.

• Provide effective workarounds when immediate fixes are unavailable, communicating clearly what the limitation is and what customers can expect.

• Recognize patterns across cases and proactively flag recurring issues to the engineering team.

• Assess and prioritize inbound issues using predefined severity criteria and your own technical judgment.

• Route issues appropriately based on technical scope, urgency, and the responsible team.

• Manage your own queue with ownership and discipline, addressing the highest-impact issues first.

• Maintain clear, proactive communication with customers throughout the resolution lifecycle.

• Work closely with Product, Development, QA, and Deployment teams to coordinate fixes, validate solutions, and close the loop with customers.

• Confidently initiate conversations with engineers and product managers when you need answers.

• Thoroughly document technical issues, root causes, and resolutions to build a reusable knowledge base as our customer base grows.

• Contribute to process improvement efforts and help identify systemic gaps in product behavior or support workflows.

• Escalate to management with well-organized, decision-ready summaries.

• Participate in on-call rotations and support after-hours incident response.

Qualifications

Required

• 3+ years of experience in technical support or software troubleshooting in an enterprise environment.

• Strong hands-on proficiency with Microsoft SQL you can write and read queries, trace execution plans, and identify data issues independently.

• Demonstrated ability to diagnose complex application issues across multiple layers (application, database, configuration, integration).

• Exceptional written and verbal communication skills - with customers, teammates, and leadership.

• Proven ability to manage a queue of complex tasks in a deadline-driven environment without losing quality.

• Self-starter mentality: you identify problems, ask the right questions, and drive toward resolution.

• Associate's degree or equivalent practical experience.

Preferences

• Experience with JWorks, CourtView, or other court case management software.

• Familiarity with county, municipal, or district court operations and terminology.

• Exposure to Java web application environments (Spring MVC, WAR deployments, application server logs).

• ITIL 4 Foundation

• CompTIA A+

• Bachelor's degree in Computer Science, Information Systems, or a related field.

Worker Type:

Regular

Number of Openings Available:

0

Originally posted on Himalayas