Customer Care Technical Analyst

Job description

Job Summary: The Customer Care Technical Analyst will be responsible for front-line technical support of the Northpointe Suite, including troubleshooting and first-stage investigative work required to drive customer issues to resolution. The successful candidate will work with the existing Customer Care team to support our client base, with opportunity for growth within the company. This is a 2nd shift remote position with core hours of 12:00 PM – 9:00 PM EST. Upon completion of training and onboarding, the role includes after-hours on-call responsibility for Priority 1 (P1) tickets only. Some exceptions for onboarding, company meetings, and on-site requirements may apply. Company Overview: equivant SCP is dedicated to helping justice agencies better support the individuals and communities they serve. The Northpointe Suite software brings together the tools agencies need to manage cases, streamline workflows, and improve communication across the justice system. When you join equivant, you become part of a team that values purpose, collaboration, and real-world impact. Job Description: Primary Responsibilities Support & Troubleshooting: - Respond to incoming customer inquiries acros...