Global Support Services Analyst

Epiq Systems, Inc.; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Epiq Systems, Inc. is seeking a full-time Global Support Services Analyst to provide top-tier client support remotely. The role involves troubleshooting, incident recording, and maintaining comprehensive documentation to improve service delivery and knowledge sharing.

The position requires at least two years of customer-facing tech support experience and a two-year technical degree or equivalent. Strong communication and teamwork are essential for success.

Qualifications

• Minimum 2 years of customer-facing technology support experience.
• Graduation from a two-year technical college in computer science, information technology, or a related field, or equivalent experience.
• Ability to document solutions and communicate effectively with clients and internal partners.
• Knowledge of technology principles and terminology, including Windows and Internet systems.
• Ability to work independently and collaboratively as part of a team.

Responsibilities

• Provide high-level technical expertise to clients and internal users via phone and email.
• Record detailed incident information using the ticketing system and ensure timely resolution or escalation of issues.
• Create and maintain product support documentation to enhance incident management and customer support.

Skills

Customer-facing support

Documentation

Communication

Independent work

Team collaboration

Education

Two-year technical college in CS/IT or equivalent

Tools

Ticketing system

Job description

Providing 1st and 2nd level support to clients using proprietary and third-party software applications, the full-time Global Support Services Analyst will manage technical inquiries, diagnose issues, and maintain documentation while working remotely.

Key responsibilities

• Provide high-level technical expertise to clients and internal users via phone and email


• Record detailed incident information using the ticketing system and ensure timely resolution or escalation of issues


• Create and maintain product support documentation to enhance incident management and customer support

Required qualifications

• Minimum of 2 years of customer-facing technology support experience


• Graduation from a two-year technical college in computer science, information technology, or a related field, or equivalent experience


• Ability to document solutions and communicate effectively with clients and internal partners


• Knowledge of technology principles and terminology, including Windows and Internet systems


• Ability to work independently and collaboratively as part of a team