Global Support Services Analyst II

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.

About the role

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.
• 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 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.

Requirements

• 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.

Pay

The compensation range for this role is $22.00 to $27.00 USD hourly and may be eligible for an annual bonus.

Benefits

Further details about the package will be provided during the initial screening call with the Talent Acquisition Team. Click here to learn about Epiq's benefits.

Epiq Leadership Compass

• Fosters Relationships & Collaboration
  • Build trust and alignment through open communication, shared goals, and strong partnerships to drive collective success.
  • Build trust-based partnerships.
  • Nurture long-term relationships.
  • Remove collaboration barriers.
  • Celebrate cross-team success.
• Engages & Influences
  • Inspires action and alignment through clear communication, purposeful influence, and a compelling vision.
  • Use storytelling to build buy-in.
  • Align communication with organizational goals.
  • Build alignment through strong engagement.
• Maximizes Performance
  • Sets and reinforces performance standards that drive results, ensure accountability, and align with Epiq’s goals.
  • Use data to identify improvement opportunities.
  • Make informed decisions.
  • Align team goals with broader strategy.
  • Empower teams to manage their own goals.
  • Translate vision into clear priorities.
  • Prepare for disruptions with strong change management.
• Achieves Operational Success
  • Drives continuous improvement and operational excellence through smart processes, data insights, and quality execution.
  • Improve workflows for team efficiency.
  • Use clear documentation and expectations.
  • Resolve issues quickly using data and feedback.

Must be authorized to work in the United States for any employer. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.