Position : Support Analyst
Reports To: Manager of Customer Support
Location: Chicago, IL
Job Overview
The Support Analyst is a key member of an overall team responding to customer inquiries across the full suite of eDiscovery and forensic software. They are responsive, helpful, thorough, and communicative when working with those internal and external. They are first-line responders and carry from initiation to resolution. This individual is quick at determining the level of support required and performing triage to correct up-line team members.
From your seat in our beautiful new office in downtown Chicago, you will have access to many teammates to help respond to clients timely. Our office is in the heart of the loop with very convenient access to all major public transportation lines. Please be aware that this is a hybrid role (4 days in office, one day work from home).
Responsibilities & Duties
Respond to customer inquiries in a timely manner and utilize skills and knowledge of applications to answer questions and solve technical problems.
Owns ticket until completely resolved and provides follow-up with client after closed to assure continued success.
Assist users with configuration and settings across our AI/Processing/Review technologies and test to assure it is functioning to client satisfaction.
Create, maintain, and provide when appropriate SQL scripts to provide access and reporting to additional functionality and data for reporting.
Proactively and reactively create client service-related applications in collaboration with other internal and external teams.
Assist in the development of installation packages for various internal or external customers.
Actively assist in maintaining our cloud-based services and developing methods for automated maintenance or reporting.
Contribute to software documentation, knowledge base articles, and other client-facing materials.
Characteristics
Excellent written and oral communication skills.
Engaging personality and ability to engage others.
Keen sense of attention to detail.
Obsessive documentation practices.
Problem solver with follow-through on tasks.
Seeker of excellence with unending pursuit of improvement.
Unselfish team player.
Quickly learn and understand technology.
Education & Experience
College degree in Computer Science or Information Systems related area.
Familiar with client-server architecture, modern programming language, and SQL scripting.
4 to 7 years of working experience.
eDiscovery experience is a big plus.
Familiar with Azure/AWS a plus.
Friendly , collaborative , in-office work
Ideally, you would have some background in programming, be enthusiastic about new knowledge, and want to grow with an exciting technology company.
Benefits and Perks including but not limited to:
401k match program
Comprehensive health benefits (Medical, Dental, Vision, and HSA/FSA)
Group Term Life Insurance and Voluntary Life Insurance option
Paid holidays
Paid vacation, sick, and personal days
FSA dependent care benefit
Childbirth recovery and bonding leave policies
Short and long-term disability benefits
Access to onsite gym and recreational area at our Chicago office
Friendly, collaborative, in-office work environment with ample opportunity for professional development.
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