Global Support Services Analyst [SJJ94]

Global Support Services Analyst [SJJ94]

02 May
Epiq Systems, Inc.
New Delhi

02 May

Epiq Systems, Inc.

New Delhi

Job Description:

Job Title: Global Support Services Analyst

(Shift: US Day / India Overnight; Possible weekends)

Epiq Company/Division: Epiq eDiscovery Solutions

Location: Pune, Hyderabad (India)

Reports to: Manager, Global Support Services

Position 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. 


- 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 “ServiceNow” 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.

Leadership Competencies

- Integrity - Behaves in an honest, fair and ethical manner; shows consistency in words and actions; does what she/he commits to doing; respects the confidentiality of information or concerns shared by others; is honest and forthright with people; carries his/her fair share of the workload; takes responsibility for own mistakes.

- Client Focus - Takes action with the clients, both internal and external and sees their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc.; takes appropriate action to meet client needs and address concerns; implements or utilizes methods to monitor and evaluate client feedback.

- Results Driven - Sets stretch goals for personal and team accomplishment and works tenaciously to achieve those goals; acts with a sense of urgency; takes the initiative on actions; identifies what needs to be done and takes action before being asked; does more than what is normally required in a situation; establishes metrics to monitor progress and measure success; maintains focus by avoiding or overcoming roadblocks.

- Entrepreneurial Orientation - Proposes innovative business opportunities/ideas to customers and business partners; encourages and supports entrepreneurial behavior in others; demonstrates willingness to take calculated risks to achieve business goals.

- Decisiveness - The ability to make well informed, effective, and timely decisions even when data is limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions; ability to make tough decisions.


While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger or feel; reach with hands or arms; and talk or hear. The employee must occasionally lift and/or move up to 10 pounds.Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually moderate.


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