Technical Support Specialist

Location

Portugal, with the possibility to work remotely

Company Overview

IPS Innovative Prison Systems (operating in North America as ICJS Innovative Criminal Justice Solutions Inc.) is a boutique research, IT development and advisory firm specialized in the field of justice, prison services, community sanctions and measures, juvenile justice, and law enforcement. Through our research, advisory services, and digital products, under the umbrella of one all-embracing integrated strategy, we develop and promote fair, effective, and proportionate evidence-based responses to criminal justice issues and challenges worldwide.

Job Description

We are seeking a knowledgeable and responsive Technical Support Specialist to join our Criminal Justice Digital Transformation Team. This professional will provide essential technical assistance and support for our digital solutions, particularly the HORUS 360iOMS Offender Management System. The Technical Support Specialist will troubleshoot issues, provide timely resolutions, and ensure a high level of customer satisfaction.

Reports to:
Chief Technology Officer, CTO
 

Key Responsibilities

• Customer Support - Provide first-line technical support to customers via email, phone, and remote sessions. Respond promptly to customer inquiries and resolve technical issues efficiently.
• Troubleshooting - Diagnose and troubleshoot hardware and software problems. Identify root causes and implement effective solutions.
• Technical Assistance - Assist customers with system setup, configuration, and usage. Provide guidance on best practices and system optimization.
• Documentation - Create and maintain detailed documentation of support activities, solutions, and frequently asked questions (FAQs). Develop user guides and manuals as needed.
• Escalation Management - Escalate complex issues to higher-level support or development teams when necessary. Ensure timely follow-up and resolution of escalated issues.
• Training - Conduct training sessions for customers and internal staff on system functionalities and new features. Develop training materials and resources.
• System Monitoring - Monitor system performance and proactively identify potential issues. Implement preventive measures to minimize downtime and disruptions.
• Feedback and Improvement - Collect customer feedback and report recurring issues to the development team. Contribute to continuous improvement initiatives for products and support processes.
• Compliance and Security - Ensure all support activities comply with relevant legal, regulatory, and security standards, particularly in the context of criminal justice systems.
• Collaboration - Work closely with cross-functional teams, including product managers, developers, and QA testers, to ensure cohesive support and product enhancements.
   

Qualifications

• Education - Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience - Minimum of 2-4 years of experience in technical support, preferably with enterprise software solutions. Experience in the criminal justice or public safety sector is highly desirable.
• Technical Skills - Proficiency in troubleshooting software and hardware issues. Strong understanding of operating systems, databases, and networking. Familiarity with remote support tools and ticketing systems (JIRA or Freshworks).
• Problem-Solving Skills - Excellent analytical and problem-solving abilities. Ability to diagnose and resolve complex technical issues.
• Communication Skills - Strong written and verbal communication skills. Ability to explain technical information clearly and concisely to non-technical users.
• Customer Service - High level of customer service orientation. Ability to handle challenging situations with patience and professionalism.
   

Preferred Qualifications

• Certifications - CompTIA A+, ITIL Foundation, or similar credentials.
• Domain Expertise - Understanding of offender management systems, criminal justice procedures, and correctional facility operations.
• Innovation - Experience in implementing innovative support solutions and best practices.
• Languages - English proficiency. Portuguese, Spanish and French are desirable.
   

Personal Attributes

• Ethics and Integrity - High level of professional integrity and ethical standards. Commitment to confidentiality and data security.
• Adaptability - Ability to adapt to changing project requirements and client needs. Willingness to continuously learn and improve technical skills.
• Team Player - Strong collaborative skills and the ability to work well with diverse teams.

Application Process

Interested candidates should submit their application, cover letter, and CV through the following form. In the cover letter, please highlight your experience in product management of digital systems.

APPLY FOR THIS JOB HERE

IPS Innovative Prison Systems is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.