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