Company Information:

CaseMax is a software development company offering law firms innovative case management software to facilitate efficiency and business growth.  We are looking for an experienced application support analyst with a customer focused attitude to join our application support team and help them to provide excellent customer service to our clients.  This person will be an advocate for our clients to help them resolve issues and answer questions about our software and ensure that we deliver exceptional support levels to our clients.

Job Description: 

A successful application analyst will demonstrate great customer focus and the ability to think in the abstract to identify solutions that clients have not been able to resolve for themselves.  They are willing and able to embrace a variety of responsibilities and partner with cross-functional teams to resolve client issues.  Great oral and written communication skills.  Effective at tracking open issues and following up with clients with status and resolution.

Job Duties: 

Primary Duties:

• Provide technical tier 2 support for our clients
• Answer support line, respond to emails, and formal requests from clients
• Research issues to determine resolution
• Review requests, assign priority, identify solutions, bugs, or enhancements
• Client follow up and tracking

Secondary Duties: 

• Assists with bug/release testing
• Assists with new client implementation tasks
• Assists with reporting
• Participates or conducts various client status and team meetings

Job Qualifications:

• 1 to 3 years of application support experience
• Demonstrated customer service skills
• Experience supporting workflow applications is desirable
• Experience working on an agile team is desirable 
•  Strong oral and written communication skills 
•  Strong familiarity with Microsoft Office suite 
•  Ability to prioritize and multi-task 
•  Experience with Structured Query Language (SQL) a plus 
•  Good attention to detail 
•  Basic familiarity with Microsoft Operating Systems 
•  Strong analytical skills 
•  Regular and reliable attendance 
•  Ability to establish and maintain good working relationships with co-workers, supervisors and clients

Job Perks:     

• Full time position
• Health benefits
• Paid Time Off
• 401(k) 
• Casual work environment