Application Support Analyst 💻

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. 

⏰ Shift: Sat - Mon - 8:00am - 8:00pm CET 

💡 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.