Support Analyst

Reveal; Chicago (IL); Hybrid; USD 47,000 - 55,000; Full time

Benefits offered by this job

401k match

Health benefits

Life Insurance

Paid holidays

Paid vacation

FSA dependent care

Disability benefits

Onsite gym

Professional development

Job summary

Reveal is seeking a Support Analyst in Chicago to join the customer support team. You will respond to inquiries, triage issues, and collaborate with internal and external teams to ensure timely resolutions.

Location is downtown Chicago with a hybrid schedule (4 days in office, 1 day work from home); you’ll work with Reveal AI/Processing/Review technologies, write SQL scripts, and contribute to documentation and knowledge bases.

Qualifications

• College degree in Computer Science or Information Systems.
• Familiar with client-server architecture, modern programming language, and SQL scripting.
• 4 to 7 years of working experience.
• eDiscovery experience is a big plus.
• Familiar with Azure/AWS a plus.

Responsibilities

• Respond to customer inquiries in a timely manner and use application knowledge to solve problems.
• Own tickets until resolution and follow up with clients.
• Assist users with configuration across Reveal AI/Processing/Review technologies and test for client satisfaction.
• Create SQL scripts to provide access and reporting for data.
• Collaborate with internal and external teams to create client-facing applications.
• Assist in developing installation packages for customers.
• Maintain Reveal’s cloud-based services and develop automated maintenance/reporting methods.
• Contribute to documentation and knowledgebase materials.

Skills

Client-server architecture

Modern programming language

SQL scripting

Education

Bachelor's degree in Computer Science or Information Systems

Tools

Azure

AWS

Job description

Job Overview

The Support Analyst is a key member of an overall team responding to customer inquiries across the full suite of Reveal software. They are responsive, helpful, thorough, and communicative when working with those internal and external to Reveal. They are first-line responders and carry from initiation to resolution. This individual is quick at determining the level of support required and performing triage to correct up-line team members.

Description

Position: Support Analyst

Reports To: Manager of Customer Support

Location: Chicago

From your seat in our beautiful new office in downtown Chicago, you will have access to many teammates to help respond to clients timely. Our office is in the heart of the loop with very convenient access to all major public transportation lines. Please be aware that this is a hybrid role (4 days in office, one day work from home).

Responsibilities & Duties

• Respond to customer inquiries in a timely manner and utilize skills and knowledge of applications to answer questions and solve technical problems.
• Owns ticket until completely resolved and provides follow-up with client after closed to assure continued success.
• Assist users with configuration and settings across Reveal AI/Processing/Review technologies and test to assure it is functioning to client satisfaction.
• Create, maintain, and provide when appropriate SQL scripts to provide access and reporting to additional functionality and data for reporting.
• Proactively and reactively create client service-related applications in collaboration with other internal and external teams.
• Assist in the development of installation packages for various internal or external customers.
• Actively assist in maintaining Reveal’s cloud-based services and developing methods for automated maintenance or reporting.
• Contribute to software documentation, knowledgebase articles, and other client-facing materials.
• Perform other duties and responsibilities as assigned to support team, department and organizational goal.

Characteristics

• Excellent written and oral communication skills.
• Engaging personality and ability to engage others.
• Keen sense of attention to detail.
• Obsessive documentation practices.
• Problem solver with follow-through on tasks.
• Seeker of excellence with unending pursuit of improvement.
• Unselfish team player.
• Quickly learn and understand technology.

Education & Experience

• College degree in Computer Science or Information Systems related area.
• Familiar with client-server architecture, modern programming language, and SQL scripting.
• 4 to 7 years of working experience.
• eDiscovery experience is a big plus.
• Familiar with Azure/AWS a plus.

Friendly, collaborative, in-office work

Ideally, you would have some background in programming, be enthusiastic about new knowledge, and want to grow with an exciting technology company.

Benefits And Perks Including But Not Limited To

• 401k match program
• Comprehensive health benefits (Medical, Dental, Vision, and HSA/FSA)
• Group Term Life Insurance and Voluntary Life Insurance option
• Paid holidays
• Paid vacation, sick, and personal days
• FSA dependent care benefit
• Childbirth recovery and bonding leave policies
• Short and long-term disability benefits
• Access to onsite gym and recreational area at our Chicago office
• Friendly, collaborative, in-office work environment with ample opportunity for professional development.

For Illinois-based roles, the budgeted annual salary range is $46,750 to $55,000. Compensation for this role will depend on a number of factors, including a candidate’s qualifications, skills, competencies, and experience, and may fall outside of the range shown. Reveal offers a competitive total rewards package, which includes the Benefits and Perks set forth above.

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.

Hiring Policy

Reveal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reveal does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Reveal considers candidates with existing visas, but does not sponsor new visa applications.