• Application Support Analyst 💻 Constanța
  • Epiq in Constanța, , Romania
  • jobs
  • 1 month ago

jobs description

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
Constanța Romania


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