Global Tech Support Analyst II — Client Solutions

Epiq; Phoenix (AZ); On-site; USD 30,000 - 37,000; Full time

Job summary

Global Support Services Analysts provide 1st and 2nd level support to clients using Epiq’s software and third‑party apps. This highly technical, client‑facing role requires strong customer service, precise incident records, and the ability to diagnose and resolve issues, escalating as needed.

Role supports internal teams across Client Services, Litigation Support, Software QA, Production, and IT, with a focus on quality and timely resolutions.

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.
• Ability to independently resolve routine and non-routine problems.
• Ability to communicate with clients and internal partners to solve problems.

Responsibilities

• Provide high level of technical expertise to clients both internal and external.
• Handle phone and email inquiries from clients and internal users.
• Record detailed incident or service request information using 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.
• Communicate issue status and recreate steps to the client when needed.
• Collaborate with internal teams to balance resolution and set expectations.
• Keep clients apprised of status and notify when resolved.
• Create and maintain tools and product support documentation.

Skills

Customer-facing support

Technical troubleshooting

Phone & email support

Education

Two-year technical college degree (CS/IT)

Tools

Ticketing system

Windows/Internet knowledge

Job description

Global Support Services Analysts provide 1st and 2nd level support to clients using Epiq’s software and third‑party apps. This highly technical, client‑facing role requires strong customer service, precise incident records, and the ability to diagnose and resolve issues, escalating as needed.

Role supports internal teams across Client Services, Litigation Support, Software QA, Production, and IT, with a focus on quality and timely resolutions.