Application Support Analyst at Epiq eDiscovery Solutions, Inc. in Phoenix, Arizona

Job Description:

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

Work Week is Thursday to Monday hours are 8:00 PM PST to 5:00 AM PST

Essential Job Responsibilities:

• Deliver high-level technical expertise to both internal and external clients.


• 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 manner through the proper internal resources.


• Communicate quality issues with an accurate description of the problem and provide the means to recreate the issue.


• Collaborate with other internal teams and clients to balance issue resolution while accurately setting client expectations.


• Keep clients informed of the status of their issues and notify them when resolved.


• Create and maintain tools and product support documentation to enhance incident management and customer support.

Qualifications & Characteristics:

• Minimum of 2 years of customer-facing technology support experience, both over the phone and electronically.


• Graduation from a two-year technical college with a focus on computer science, information technology, or a related area, or equivalent experience.


• Ability to organize and follow complex and detailed technical procedures.


• Ability to participate in issue reviews 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.


• Proficiency in diagnosing and solving software and hardware issues.


• Strong communication and interaction skills to effectively solve problems with clients and internal partners.


• Ability to solicit relevant information from incident reporters to sufficiently describe problems to internal partners and effectively communicate solutions and status to clients.


• Knowledge of technology principles and terminology relevant to the work unit and area of responsibility (including Windows, Internet).


• Ability to work independently as well as cooperatively as part of a team.


• Flexibility to work early morning, evening, or weekend hours as needed.

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The Compensation range for this role is 21.97 - 43.94 USD per hour and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

Click here to learn about Epiq's Benefits.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.