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23 Epiq Softech Jobs

Global Support Services Analyst

2-6 years

Hyderabad / Secunderabad

1 vacancy

Global Support Services Analyst

Epiq Softech

posted 1mon ago

Job Description

  • 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.

Employment Type: Full Time, Permanent

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What people at Epiq Softech are saying

What Epiq Softech employees are saying about work life

based on 13 employees
80%
86%
86%
100%
Flexible timing
Monday to Friday
No travel
Day Shift
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Epiq Softech Benefits

Work From Home
Cafeteria
Job Training
Team Outings
Health Insurance
Free Transport +6 more
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