Global Tech Support Analyst — Flexible Hours

Epiq; Phoenix (AZ); On-site; USD 34,000 - 48,000; Full time

Job summary

Epiq is seeking a Global Support Services Analyst to provide high-level technical support to clients using our proprietary software and third-party applications. You’ll interact with Client Services, Litigation Support, Software Engineering & QA, Production Services and IT, delivering expert assistance and timely resolutions.

This role requires strong customer-facing experience, technical knowledge, and the ability to document and share solutions.

Qualifications

• 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 document solutions that solve client problems and clearly present these solutions.

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

Skills

Customer support experience

Technical problem solving

Documentation & communication

Ability to work independently

Recordkeeping & ticketing

Education

Two-year technical degree

Tools

Ticketing system

Windows OS knowledge

Job description

Epiq is seeking a Global Support Services Analyst to provide high-level technical support to clients using our proprietary software and third-party applications. You’ll interact with Client Services, Litigation Support, Software Engineering & QA, Production Services and IT, delivering expert assistance and timely resolutions.

This role requires strong customer-facing experience, technical knowledge, and the ability to document and share solutions.