Global Support Services Analyst

Epiq Systems; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking Global Support Services Analysts to deliver exceptional 1st and 2nd level support for proprietary software solutions. This highly technical role emphasizes superior customer service skills and requires the ability to resolve complex issues for both internal and external clients. You will engage with various departments, ensuring that all inquiries are handled efficiently and effectively. If you thrive in a dynamic environment and enjoy problem-solving, this is an exciting opportunity to contribute to a collaborative team dedicated to excellence in client support.

Qualifications

• 2+ years of customer-facing technology support experience.
• Graduation from a technical college in IT or related field.

Responsibilities

• Provide 1st and 2nd level support to clients using proprietary software.
• Diagnose issues and provide effective resolutions.

Skills

Customer Service Skills

Technical Support

Problem Solving

Communication

Documentation

Education

Degree in Computer Science

Technical College Graduation

Tools

Epiq Ticketing System

Windows

Internet Technologies

Job description

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 Epiqs 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 clients 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.