Quality Analyst, Technical Support

What You'll Do

As the Quality Analyst, Technical Support, you will play a key role in supporting our customers' use of the DataDivers systems and APIs. This will require you to learn our systems and the variables that go into the data product. In addition, you’ll provide support and quality assurance services to the internal data teams to ensure our data is compliant and as accurate as possible.

• Managing customer technical support issues relating to search data and services using the ZenDesk helpdesk system
• Writing and maintaining documentation about the systems and updating with current processes and procedures
• Analyzing internal data sets for completeness and accuracy using SQL queries and procedures
• Receiving and processing customer dispute requests (changes to court records and/or expungements)
• Reviewing and extracting relevant information from court documents and orders to ensure data accuracy and completeness
• Other tasks assigned by the business

Who You Are

• High School Diploma or an equivalent combination of education and experience
• Associate's degree in criminal justice, computer information systems, or a related field, preferred
• Minimum of 1 year of experience in customer support or database administration, or related fields
• Experience with SQL Server and writing queries to insert, update, and delete data
• Basic understanding of the United States court system and procedures
• Excellent verbal and written communication, organization, and follow-up skills
• Ability to translate technical terminology into information customers can relate to

Physical Considerations

• Ability to work in a general office environment or remotely
• Ability to handle extended periods of computer-based work, including telephone
• Travel Considerations: Domestic and/or international travel required, estimated up to 5%

Benefits

• Robust healthcare options
• Flexible paid time off
• Paid parental leave
• Mental health support
• Professional development reimbursement
• Employee Recognition & Rewards