Job Description

Job Summary:

Global Support Services Analysts provide 1st and 2nd level support to clients using Epiqs 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 3 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

📌 Global Support Services Analyst (Hyderabad)
🏢 Epiq Systems
📍 Hyderabad