Global Support Analyst

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We are hiring for the position of Global Support Analyst at Epiq. As a Global Support Analyst, you will be responsible for providing 1st and 2nd level support to clients using our proprietary software solutions. This is a highly technical role that requires superior customer service skills. You will handle phone and email inquiries, diagnose issues, and provide resolutions. You will work closely with clients and internal teams to ensure timely issue resolution. This is a full-time, on-site opportunity based in Pune, Maharashtra, India.

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.

Set alert for similar jobsGlobal Support Analyst role in Pune, India

Company

Epiq

Job Posted

8 months ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 Years

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