The Software Support Analyst, Customer Care is accountable for providing our clients with exceptional support in their mission of fighting wrongdoing. This position will be responsible for ensuring all support inquiries are researched, resolved, and documented with speed and accuracy. 

YOUR RESPONSIBILITIES 

• Providing exceptional service to our Law Enforcement clients via phone and email. 

• Documenting all client interactions within our CRM system, including communications (phone or email), reported issues, questions, feature suggestions, and task requests. 

• Serving as a front-line representative of PenLink for on-demand assistance to clients. 

• Troubleshooting issues within the software/OS using a mixture of existing documentation and logical thought processes. 

• Determining when it is necessary to escalate support tickets via predefined team escalation procedures. 

• Collaborating with other teams to drive solutions, including Development, Product Management, Sales, and Marketing. 

• Managing expectations while encouraging positive sentiment toward PenLink products and services. 

• Adhering to team and company processes. 

• Utilizing team and company systems. 

• Other duties as assigned. 

 

YOUR COMPETENCIES 

• Become an expert. 

• Simply knowing how to use our software won’t cut it in this career.  Understanding the client’s end goal and working backwards from there, utilizing expertise of software workflows and general reasoning skills is how you will help bring success to clients’ missions! 

• Solve complex issues. 

• Our clients rely on us to keep their systems healthy.  Be an outside-the-box thinker.  Be willing to fix issues by following previously documented steps, but also be ready to tackle issues that have never been encountered.  Your ability to creatively resolve to these problems and document the fixes is paramount. 

• Be an excellent communicator. 

• We communicate with Intel Analysts, Case Agents, Wireroom Supervisors, and System Administrators daily.  Knowing how to communicate clearly and appropriately to each client is key to building a successful relationship. 

 

YOUR EDUCATION & EXPERIENCE 

• Competent with Windows OS and Microsoft Office Suite. 

• 1+ year of customer service or related experience. 

• Ability to quickly learn new applications and workflows. 

• Prior experience in the tech industry preferred. 

• Oracle or SQL experience is a plus.