The Brady Law Group, PLLC

IT Support

• Serve as the primary touchpoint for first- and second-line customer support requests worldwide
• Provide professional and timely responses to customers
• Develop expertise in a specified portfolio of products
• Set accurate expectations against contractually committed service levels
• Act as the first point of contact for support via telephone and JIRA
• Understand service-level agreements and respond within agreed parameters
• Acknowledge, assign, monitor, investigate, diagnose, resolve, and escalate reported issues
• Handle customer calls and interactions professionally
• Document complex issues and reproduction steps in JIRA while working with third-line Senior Software Engineers
• Add relevant issues to the product backlog to support prioritization
• Maintain user documentation and FAQs in the Wiki
• Assist with software patch and delivery processes
• Provide onsite customer and implementation support as required
• Perform application management tasks on customer systems and report issues
• Assist with customer expansion and implementation tasks
• Update JIRA tickets, track time, and communicate progress through completion
• Manage internal systems supporting customer service processes, including databases, virtual servers, remote connectivity security, Cloud, and Wiki
• Follow company procedures and identify areas for improvement
• Build knowledge of Brady products, procedures, market environments, and customer business requirements

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Customer Technical Support