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Global Support Services Analyst
EPIQ Systems
posted 1mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Its 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.
!
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
EPIQ Systems Benefits
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Senior Software Engineer (.Net Full stack)
5-10 Yrs
₹ 20 - 25L/yr
Hyderabad / Secunderabad
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