Application Support Analyst

Місто : , Kyiv,
Компанія : Epiq
Зарплата :
Знайдено : 19 годин тому

Опис

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.

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