Global Support Services Analyst

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:

Job Summary:

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

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 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.

Your specific salary will be determined based on several factors:

Location-based market rate for the role

Your abilities in relation to the job specification

Performance during screening and interview

Pay 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.

Epiq Leadership Compass

Fosters Relationships & Collaboration

Builds 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

Guild 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 boarder 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