Global Support Services Analyst

We need to output HTML fragment with sections: About the role? The posting includes intro paragraph about Epiq values. That could be "About the role" or maybe "About the company". The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use

• for any list of duties/requirements/benefits, and

  for prose. Do NOT repeat the job title as a heading. Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

  or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. Output ONLY the HTML fragment — no /, no markdown code fences. We need to parse the posting. Content: - Intro paragraph: "At Epiq, your work contributes to complex, global legal outcomes. You’ll join a values‑driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise‑wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that’s recognized externally. Enabled by modern platforms and AI, you’ll do the most meaningful work of your career and see your impact at scale." - Job 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." - Essential Job Responsibilities: list bullet points (looks like sentences separated by line breaks). Let's extract each bullet: 1. Provide high level of technical expertise to clients both internal and external. 2. Handles phone and email inquiries from clients and internal users 3. Record detailed incident or service request information using Epiq’s ticketing system 4. Diagnose issues and provide effective resolutions 5. Recommend solutions to customer application questions 6. Ensure all issues are resolved or escalated in a timely fashion through the proper internal resources 7. Communicate quality issues with an accurate description of the problem and provide the means to recreate the issue 8. Work with members of other internal teams and the client to balance the resolution of issues while accurately setting the client’s expectations 9. Keep clients apprised of the status of the issue and notify them when it is resolved 10. Create and maintain tools and product support documentation and records to promote better incident management and customer support - Qualifications & Characteristics: list bullet points (some are long). Let's extract each bullet: 1. Minimum of 2 years customer-facing technology support experience both over the phone and electronically 2. Knowledge of and light experience in Azure or AWS in a first line support capacity 3. Technical experience within M365 licencses, Microsoft Entra, MFA, Virtual Desktops and similar 4. Graduation from a two year technical college with computer science, information technology or related area or equivalent experience 5. Ability to organize and follow complex and/or detailed technical procedures 6. Ability to participate in issue review and make recommendations for routine problem solutions 7. Ability to document solutions that solve client problems and clearly present these solutions 8. Ability to independently resolve routine and non-routine problems 9. Ability to solve problems and perform diagnostics on software and/or hardware 10. Ability to communicate and interact with clients and internal partners to solve problems 11. 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 12. Knowledge of technology principles and terminology associated with the work unit and area of responsibility (including Windows, Internet) 13. Ability to work independently as well as cooperatively as part of a team. 14. Early morning, evening or weekend hours may be required as needed. 15. The successful individual must be authorised to work in Australia for any employer and must all be a current resident in Australia. - Salary paragraph: "Your specific salary will be determined based on several factors: Location-based market rate for the roleYour abilities in relation to the job specificationPerformance during screening and interviewPay parity with the wider team in the considered location Further details about the package will be provided during the initial screening call with the Talent Acquisition Team." - Benefits: "Click Here To Learn About Epiq's Benefits." That's a link; we should remove application instructions? It says "Click Here To Learn About Epiq's Benefits." That's not a benefit description; it's a link. According to rules, we should not create Benefits section unless posting actually states them. It only says click here to learn about benefits, not actual benefits. So we should not include Benefits section. - Leadership Compass sections: these are about Epiq leadership values; they are not part of job posting specifics; they might be considered boilerplate? They are not directly about the role. The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. Leadership compass might be considered extra content but not boilerplate; however it's not about the role. The instruction: "Prefer a few substantive sections over many thin ones." We could include an "About the role" section that includes the intro paragraph and maybe the job description. Could also include "Responsibilities" and "Qualifications". Salary: we have some info about salary determination but not actual numbers. The rule: never create Pay/Schedule/Benefits sections unless the posting actually states them. It does state that salary will be determined based on factors, but not a specific number or range. Is that considered "real, specific content"? It says "Your specific salary will be determined based on several factors: Location-based market rate for the roleYour abilities in relation to the job specificationPerformance during screening and interviewPay parity with the wider team in the considered location Further details about the package will be provided during the initial screening call with the Talent Acquisition Team." That's somewhat vague but it's still content about pay. However the instruction says never create Pay section unless posting actually states them. It does state something about salary determination, but not a specific figure. I'd argue we could include a Pay section with that paragraph. But the instruction also says: never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD"). The salary description is not exactly filler; it's describing how salary is determined. It's not a specific number but it's still substantive. I'd include a Pay section. Schedule: we have "Early morning, evening or weekend hours may be required as needed." That's schedule info. So we could include a Schedule section with that sentence. Benefits: we have only a link to learn about benefits, not actual benefits. So we should not include Benefits section. Now we need to structure HTML with

  headings and

  or

  • . We need to decide sections: About the role (intro + job description?), Responsibilities, Qualifications, Pay, Schedule. We could combine intro and job description into About the role. Let's extract About the role content: The intro paragraph + the Job Description paragraph (the one starting "Global Support Services Analysts provide..."). We'll put that in

    maybe multiple paragraphs. Responsibilities: list of responsibilities as

    • . Qualifications: list of qualifications as
      • . Pay: paragraph about salary determination. Schedule: sentence about early morning/evening/weekend hours. We must not repeat job title as heading. We must not include Job ID etc. We must remove EEO boilerplate etc. The leadership compass and equal opportunity statements should be removed. Now produce HTML. Check for duplicated lines: ensure we don't repeat. Let's craft. About the role:

        At Epiq, your work contributes to complex, global legal outcomes. You’ll join a values‑driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise‑wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that’s recognized externally. Enabled by modern platforms and AI, you’ll do the most meaningful work of your career and see your impact at scale.

        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.

        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:
        • Minimum of 2 years customer-facing technology support experience both over the phone and electronically
        • Knowledge of and light experience in Azure or AWS in a first line support capacity
        • Technical experience within M365 licenses, Microsoft Entra, MFA, Virtual Desktops and similar
        • 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.
        • The successful individual must be authorised to work in Australia for any employer and must be a current resident in Australia.
        Note: I corrected "must all be" to "must be". The original text: "must all be a current resident in Australia." Probably a typo; we should preserve as