Global Tech Support Analyst (Remote)

Epiq Company

Northern (KY)

Hybrid

USD 71,635,000 - 100,289,000

Full time

9 days ago

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Benefits offered by this job

Eligible for annual bonus

Job summary

Epiq seeks a Global Support Services Analyst to provide 1st and 2nd level support for our proprietary software and third-party applications. This highly technical, client-facing role emphasizes quality service and precise issue resolution.

You will document solutions, collaborate with cross-functional teams, and balance client expectations while delivering timely resolutions. Flexibility for early or extended hours and a US-wide remote schedule is provided.

Qualifications

Minimum 2 years of customer-facing technology support experience (phone and electronic).
Graduation from a two-year technical college with computer science, information technology or related area, or equivalent experience.
Ability to follow complex technical procedures and document solutions clearly.
Ability to diagnose and resolve routine to non-routine problems and communicate status effectively.

Responsibilities

Provide high level technical expertise to clients and internal users.
Handle phone and email inquiries from clients and internal users.
Record detailed incident or service requests in the ticketing system.
Diagnose issues and provide effective resolutions or escalate as needed.
Balance issue resolution with client expectations and coordinate with internal teams.
Keep clients informed of status and resolution timelines.
Create and maintain support documentation for incidents and knowledge base.