All offersWroc┼éawSupportApplication Support Analyst ­čĺ╗
Application Support Analyst ­čĺ╗

Application Support Analyst ­čĺ╗

Type of work
Employment Type
Operating mode

Tech stack

    Communication Skills
    technology support
    document solutions
    IT Support
    application support

Job description

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

ÔĆ░ Shift: Sat - Mon - 8:00am - 8:00pm CET┬á

­čĺí Essential Job Responsibilities:

ÔÇó Provide high level of technical expertise to clients both internal and external.

ÔÇó Handles phone and email inquiries from clients and internal users┬á

ÔÇó Record detailed incident or service request information using EpiqÔÇÖs ticketing system

ÔÇó Diagnose issues and provide effective resolutions┬á

ÔÇó Recommend solutions to customer application questions┬á

ÔÇó Ensure all issues are resolved or escalated in a timely fashion through the proper internal┬á resources┬á

ÔÇó Communicate quality issues with an accurate description of the problem and provide the means┬á to recreate the issue┬á

ÔÇó Work with members of other internal teams and the client to balance the resolution of issues┬á while accurately setting the clientÔÇÖs expectations┬á

ÔÇó Keep clients apprised of the status of the issue and notify them when it is resolved┬á

ÔÇó Create and maintain tools and product support documentation and records to promote better┬á incident management and customer support┬á

­čĹë Qualifications & Characteristics:

ÔÇó Minimum of 2 years customer-facing technology support experience both over the phone and┬á electronically┬á

ÔÇó Graduation from a two year technical college with computer science, information technology or┬á related area or equivalent experience┬á

ÔÇó Ability to organize and follow complex and/or detailed technical procedures

ÔÇó Ability to participate in issue review and make recommendations for routine problem solutions

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

ÔÇó Ability to independently resolve routine and non-routine problems┬á

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

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

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

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

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

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