Global Support Services Analyst

Job Description

Job Summary:

Global Support Services Analysts provide 1st and 2nd level support to clients using Epiqs proprietary software solutions as well as third-party software applications. Additionally, the Global Support Services team provides internal support to Epiq associates from several departments including Client Services, Litigation Support, Software Engineering & QA, Production Services and IT. This is a highly technical, client support role that requires superior customer service skills. This is not a Desktop Support role. 

Essential Job Responsibilities

• Provide high level of technical expertise to clients both internal and external. 
• Handles phone and email inquiries from clients and internal users 
• Record detailed incident or service request information using Epiq’s ticketing system 
• Diagnose issues and provide effective resolutions 
• Recommend solutions to customer application questions 
• Ensure all issues are resolved or escalated in a timely fashion through the proper internal resources 
• Communicate quality issues with an accurate description of the problem and provide the means to recreate the issue 
• Work with members of other internal teams and the client to balance the resolution of issues while accurately setting the client’s expectations 
• Keep clients apprised of the status of the issue and notify them when it is resolved 
• Create and maintain tools and product support documentation and records to promote better incident management and customer support 

Qualifications & Characteristics 

• Minimum of 3 years customer-facing technology support experience both over the phone and electronically 
• Graduation from a two year technical college with computer science, information technology or related area or equivalent experience 
• Ability to organize and follow complex and/or detailed technical procedures 
• Ability to participate in issue review and make recommendations for routine problem solutions 
• Ability to document solutions that solve client problems and clearly present these solutions 
• Ability to independently resolve routine and non-routine problems 
• Ability to solve problems and perform diagnostics on software and/or hardware 
• Ability to communicate and interact with clients and internal partners to solve problems 
• Ability to solicit relevant information from incident reporters in order to sufficiently describe problems to internal partners and effectively communicate solutions and status to client 
• Knowledge of technology principles and terminology associated with the work unit and area of responsibility (including Windows, Internet) 
• Ability to work independently as well as cooperatively as part of a team. 
• Early morning, evening or weekend hours may be required as needed.