Customer Care Analyst

Title: Customer Care Analyst
Location: United States 

Job Description:

As a Customer Care Analyst at equivantCourt, you will be the first point of contact for customers seeking support with our case management software and companion products. You’ll apply your technical expertise to troubleshoot complex issues in SQL Server and Oracle environments, while collaborating with internal teams to ensure timely resolution. This role is ideal for a proactive, experienced professional who thrives in fast-paced environments and takes initiative to drive customer success. Familiarity with legal or court systems is a strong asset, and a passion for delivering high-quality service is essential.

ABOUT THE COMPANY

At equivantCourt, we are transforming how justice is delivered by empowering courts with innovative, reliable, and mission-driven technology. Our solutions are built on decades of deep domain expertise in the legal and judicial space, helping courts operate more efficiently, transparently, and equitably. We believe in a justice system that earns public trust through accessibility, accountability, and excellence. Our team is composed of passionate professionals who thrive on solving complex challenges, driving meaningful outcomes, and supporting our partners in their pursuit of justice. At equivantCourt, we don’t settle for “good enough”—we push boundaries to deliver lasting impact.t equivant, we are driven by a justice system that instills confidence through its processes and is accessible to all citizens. We embrace community while advancing justice, delivering better outcomes to all who touch the system. Through deep domain knowledge, modern technologies, and expert services, we promote public and individual safety by informing decisions at every step. Our team operates with fairness, integrity, and a commitment to excellence—because “good enough” is never enough.

ABOUT THE ROLE

We are seeking a highly skilled and driven Customer Care Analyst to join our team. This role is ideal for a technically proficient professional with a strong background in resolving complex software issues, particularly in environments involving SQL Server, Oracle, and enterprise applications. Experience in legal or court systems is a significant asset. You’ll be a proactive problem-solver who thrives in fast-paced environments, takes initiative, and is passionate about delivering exceptional customer support.

KEY RESPONSIBILITIES

Customer Engagement

• Handle customer inquiries with professionalism and empathy via support platforms.
• Accurately log and track issues using our customer ticketing system.

Technical Expertise

• Apply advanced knowledge of software applications, hardware platforms, and database systems (SQL Server, Oracle) to diagnose and resolve complex issues.
• Provide creative and effective workarounds when immediate solutions are unavailable.

Issue Management

• Assess and prioritize customer issues using predefined criteria and industry experience.
• Route issues appropriately based on technical scope, urgency, and departmental responsibilities.

Communication & Collaboration

• Maintain clear and proactive communication with customers throughout the resolution process.
• Work closely with internal teams (Sales, Product, Development) to coordinate fixes and ensure timely resolution.

 

Documentation & Escalation

• Thoroughly document technical issues and escalate when necessary, contributing to knowledge base and process improvement.

QUALIFICATIONS

• Equivalent experience required; bachelor’s degree preferred.
• 3+ years of experience in technical support or software troubleshooting in enterprise environments.
• Strong proficiency in Microsoft SQL Server and Oracle database environments.
• Exceptional analytical, organizational, and communication skills.
• Proven ability to manage multiple complex tasks in a deadline-driven setting.
• Self-starter with a strong sense of ownership and initiative.
• Experience with CourtView or other court case management systems, or familiarity with county/municipal court operations, is a strong asset.

Worker Type:

Regular

Number of Openings Available:    

1