Global Support Services Analyst

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

Job Summary:

Global Support Services Analysts provide 1st and 2nd level support to clients using Epiq’s proprietary software solutions as well as third-party software applications. Additionally, the Global Support Services team provides internal support to Epiq associates from several departments including Client Services, Litigation Support, Software Engineering & QA, Production Services and IT. This is a highly technical, client support role that requires superior customer service skills. This is not a Desktop Support role. 

Essential Job 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 

Qualifications & Characteristics 

• 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 participate in issue review and make recommendations for routine problem solutions 

• Ability to document solutions that solve client problems and clearly present these solutions 

• Ability to independently resolve routine and non-routine problems 

• Ability to solve problems and perform diagnostics on software and/or hardware 

• Ability to communicate and interact with clients and internal partners to solve problems 

• Ability to solicit relevant information from incident reporters in order to sufficiently describe problems to internal partners and effectively communicate solutions and status to client 

• Knowledge of technology principles and terminology associated with the work unit and area of responsibility (including Windows, Internet) 

• Ability to work independently as well as cooperatively as part of a team. 

• Early morning, evening or weekend hours may be required as needed.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.