REQUIRED KNOWLEDGE, SKILLSET AND ABILITIES:

• Two to Eight years of relevant experience or an equivalent combination of education and work experience.

• Excellent telephone etiquette skills.
• Strong command of the English language.
• Demonstrates initiative and good judgment in resolving issues effecting customer satisfaction.
• Knowledge of all Company products, customer service, policies and procedures preferred.
• Works effectively and efficiently under time constraints and high stress/pressure environments.
• May require advanced industry/ internal certifications applicable to role.
• Associates degree, technical college or some college course work, technical certifications preferred or equivalent work experience.
• Own and monitor customer issues from beginning until resolution.
• Analyze troubleshooting steps and data to provide recommendations on future troubleshooting and needed capabilities.
• Analytical capabilities and understanding of Company software products.
• Interface with multiple groups (e.g., Sales, Development Team, etc.,) to provide necessary information to provide the best support experience for the customer.
• Use Advanced troubleshooting techniques and tools.
• Assist customers with diagnosing problems and providing resolutions for software and service concerns.
• Advise and educate customers with correct procedures to obtain their technical goals (e.g., providing documentation, answering technical questions).
• Provide input, recreate, and identify unique or reoccurring customer issues
• Stay up to date and knowledgeable on Company software products and systems.
• Actively pursue certifications and education related to Company products and philosophies.
• A working knowledge of the principles, practices and procedures of Law Enforcement Agencies, Municipal, Probate and State Courts, Misdemeanor Probation operations, Government Tax offices, Government utilities and the operations and functions of other government or private businesses that the company provides software services or support to. 
• Must have considerable knowledge of applicable laws, ordinances, policy, standards and regulations pertaining to the duties and responsibilities of this position. 
• Ability to effectively communicate and interact with all groups or organizations involved in the activities served by the suite of Company products.
• Ability to organize information in order to make written, typed or electronic reports, professional correspondence, and documents in a clear, concise and effective manner. 
• Organizational, technical and time management skills are essential to successful performance in this position. 
• Ability to use judgment and discretion independently in managing situations, resolving problems, setting priorities and determining procedures to be implemented in any given situation with regards to issues of customers or vendors served by Courtware Solutions, Inc. 
• Ability to make mathematical and statistical calculations as required to perform the daily operations of this position.
• Must be knowledgeable and proficient with computers. Computer skills should include MS Office, Internet related application such as web browsers, ftp clients and email clients. Knowledge of basic Windows operating systems for workstations and servers to include but not limited to Server from Windows 2003 Server to current version and for workstations from Windows XP to current versions.
• The knowledge, skills, and abilities previously listed are not intended to be restricted to only those which are listed here.