AmbitionBox
Search
Jobs
- Reviews
- Salaries
- Interview Questions
- About Company
- Benefits
- Jobs
- Office Photos
- Community
Add office photos
All Filters
59 EPIQ Systems Jobs
Global Support Services Analyst
EPIQ Systems
posted 13hr 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.
If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!
Employment Type: Full Time, Permanent
Read full job descriptionEPIQ Systems Interview Questions & Tips
Prepare for EPIQ Systems roles with real interview advice
What people at EPIQ Systems are saying
What EPIQ Systems employees are saying about work life
based on 248 employees
Flexible timing
Monday to Friday
No travel
Day Shift
EPIQ Systems Benefits
View more benefits
Compare EPIQ Systems with
Cognizant
Compare
Infosys
Compare
TCS
Compare
Wipro
Compare
HCLTech
Compare
Tech Mahindra
Compare
LTIMindtree
Compare
Mphasis
Compare
Hexaware Technologies
Compare
Xoriant
Compare
CitiusTech
Compare
HTC Global Services
Compare
HERE Technologies
Compare
Tietoevry
Compare
Collabera Technologies
Compare
Unisys
Compare
Slk Software Services
Compare
Altimetrik
Compare
Apexon
Compare
TEKsystems
Compare
Similar Jobs for you
Power Platform Senior Developer
5-7 Yrs
₹ 20 - 25L/yr
Hyderabad / Secunderabad
Share an Interview