Application Support Analyst

Epiq Systems-posted 12 months ago
Full-time • Entry Level
Phoenix, AZ
Professional, Scientific, and Technical Services
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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. The scheduled for this position is 8pm - 5am PST Thursday - Monday.

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