Global Support Services Analyst

At Epiq , your work contributes to complex, global legal outcomes. You’ll join a values‑driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise‑wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that’s recognized externally. Enabled by modern platforms and AI, you’ll do the most meaningful work of your career and see your impact at scale.

Job Description: Job Summary: Global Support Services Analysts provide 1st and 2nd level support to clients using Epiq’s 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 2 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.

Your specific salary will be determined based on several factors:

Location-based market rate  for the role

Your abilities  in relation to the job specification

Performance  during screening and interview

Pay parity  with the wider team in the considered location

Further details about the package will be provided during the initial screening call with the Talent Acquisition Team.

Click here to learn about Epiq's Benefits.

Epiq Leadership Compass

Fosters Relationships & Collaboration Builds trust and alignment through open communication, shared goals, and strong partnerships to drive collective success. Build trust-based partnerships

Nurture long-term relationships

Remove collaboration barriers

Celebrate cross-team success

Engages & Influences Inspires action and alignment through clear communication, purposeful influence, and a compelling vision. Use storytelling to build buy-in

Align communication with organizational goals

Guild alignment through strong engagement

Maximizes Performance Sets and reinforces performance standards that drive results, ensure accountability, and align with Epiq’s goals. Use data to identify improvement opportunities

Make informed decisions

Align team goals with boarder strategy

Empower teams to manage their own goals

Translate vision into clear priorities

Prepare for disruptions with strong change management

Achieves Operational Success Drives continuous improvement and operational excellence through smart processes, data insights, and quality execution. Improve workflows for team efficiency

Use clear documentation and expectations

Resolve issues quickly using data and feedback

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.