Remote Global Tech Support Analyst

Epiq

United States

Remote

USD 65,000 - 90,000

Full time

10 days ago

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Job summary

Epiq is seeking a Global Support Services Analyst to deliver 1st and 2nd level client support for our proprietary software and third‑party applications. This remote, full‑time role serves clients and internal teams across multiple departments, delivering high‑quality service in a highly technical environment.

The role emphasizes strong problem solving, effective communication, and thorough incident documentation using our ticketing system.

Qualifications

Minimum 2 years customer-facing technology support experience.
Knowledge of Azure or AWS in a first-line support capacity.
Technical experience with M365, Entra, MFA, Virtual Desktops.
Graduation from a two-year technical college with computer science, information technology or related area or equivalent experience.
Ability to organize and follow complex technical procedures and document solutions.

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 the ticketing system.
Diagnose issues and provide effective resolutions.
Recommend solutions to customer application questions.
Ensure issues are resolved or escalated in a timely fashion.
Communicate issue status and resolution details to clients.
Collaborate with internal teams to balance issue resolution with client expectations.
Create and maintain tools and product support documentation.