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.