Note: The job is a remote job and is open to candidates in USA. Epiq provides technology-enabled services supporting complex global legal outcomes. The Global Support Services Analyst delivers first- and second-level technical support for proprietary and third-party software applications, assisting both external clients and internal associates. The role involves diagnosing and resolving issues, documenting incidents, coordinating escalations, and maintaining support resources.
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
Skills
- 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
- Must be authorized to work in the United States for any employer
- Early morning, evening or weekend hours may be required as needed
Benefits
- Remote: Work from Home Full-Time
- We invest in your growth with enterprise-wide learning and mobility.
- We respect life beyond work with flexibility that’s recognized externally.
- May be eligible for an annual bonus.
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