Software Support-Law Enforcement Software

Client Application Support -Law Enforcement

Computer Arts, Inc / Harris Local Government (HLG) – Meridian, ID

In this role, you will be supported by a great team, in providing exceptional customer service and development support.

What your impact will be:

• Operate as a frontline, primary support liaison between Computer Arts, Inc and our clients and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets

• Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to departmental guidelines

• Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives

• Regularly review the database of submitted items and proactively follow up with clients to ensure that their enquiries and/or issues have been satisfactorily resolved

• Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction

• Maximize and maintain current knowledge and awareness of applications and related technologies

• Email technology troubleshooting

• Maintain product updates through customer outreach and internal development

• Ability to interpret requirements, and recommend solutions that best address clients' needs

• Excellent analytical, research and problem-solving skills with a strong ability to multi-task and prioritize work effectively

• Strong ability to multi-task and prioritize work effectively

• Exceptional attention to detail and the ability to grasp concepts quickly

• Other duties as assigned by management.

Product Focus:

• Computer Arts Law Enforcement System Software
• INFOCON Courts Software

What will help you stand out:

• Experience working in County/Municipal Government Law Enforcement operation and knowledge of associated business processes a plus.
• 1-2 years customer service experience in a technical environment required
• Familiarity with using CRM Platforms to document all customer communication
• History of use with Microsoft 365, Teams, and VOIP systems preferred
• Demonstrated track record of working effectively within a collaborative and cohesive, team-based environment.
• A level of comfort appearing on camera for customer facing and internal team calls/trainings.
• Excellent verbal and written communication skills
• Outstanding customer service and organizational skills
• Exceptional analytical, troubleshooting and problem-solving skills
• Positive, results oriented mindset.
• Ability to multi-task effectively and to consistently meet assigned deadlines.
• Self-starter with ability to work well independently and in groups.
• Ability to speak comfortably in front of a group of customers.
• This is a remote position. While equipment will be provided, a dedicated workspace within your location of choice is a requirement.