Epiq jobs - Customer Support Specialist

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Job Description:

Job Description

Job Title: Customer Support Specialist

Epiq Company/Division: Epiq – Legal Solutions

Location: Hyderabad, India

Reports To: Product Development Manager

Shift: 6PM – 3AM

Position Overview

The L1 – Customer Support Specialist is responsible for providing high-quality customer experience for the Epiq Discovery product to customers and stakeholders across the world through e-mail, phone interactions, chat, desktop screen-sharing and by using incident tracking system. The fundamental goal of this position is to help our customers achieve success who are using our Epiq Discovery product.

Job Responsibilities

• Help resolve software and technical questions for the customer efficiently and effectively.
• Gather the required information necessary to best handle customer software and technical inquiries.
• Manage customer expectations regarding estimated response times for issue resolution.
• Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support teams.
• Extensively research and document customer technical issues in the Knowledge Base.
• Collaborate with Product Development and Product Support team members to properly manage customer inquiries and escalate when appropriate.
• Partner with Product Development and Product Support team members on various strategic projects when needed.
• Own customer technical issues from initial report to resolution, communicating with customers and stakeholders regularly regarding issue status.
• Run monitoring reports for usage, performance, and/or availability.
• Document solutions for Knowledge Base and bring new ideas for innovation and automation excellence into the Support team.
  
  

Qualifications And Skills

• 2 – 4 years of relevant experience in L1 technical customer support (voice and email),with a strong customer interaction experience.
• Passion to be a part of a hardworking and winning team.
• Ability to multi-task in a fast-paced environment.
• Excellent ability to learn and articulate software-related and technical concepts.
• Strong active listening skills and excellent written and oral communications skills.
• An obsession towards Customer Service.
• Strong attention to detail when communicating with customers and stakeholders (verbal & written).
• Ability to empathize with customers and convey confidence.
• Strong documentation skills.
• Ability to multi-task and work separate issues in a fast paced & dynamic company environment.
• Demonstrated ability to work independently with limited direction or as part of a team.
• High energy, proactive and approachable personality who enjoys solving a diverse set of problems.
• Proven problem-solving abilities and creative thinking.
• knowledge of SQL, Java related technologies is a plus.
• Flexibility to work in shifts.
• Bachelor’s Degree in Computer Science Engineering (or related technical discipline).
  

Leadership Competencies

Client Focus- Engages with the clients, both internal and external, and their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc.; takes appropriate action to meet client needs and address concerns; implements or utilizes methods to monitor and evaluate client feedback; appropriately meets client needs without jeopardizing business outcomes or results.

Results Oriented- Sets stretch goals for personal accomplishment and works tenaciously to achieve those goals; acts with a sense of urgency; takes the initiative on actions; establishes metrics to monitor progress and measure success; maintains focus by avoiding or overcoming roadblocks.

Integrity - Behaves in an honest, fair and ethical manner; shows consistency in words and actions; does what he/she commits to doing; respects the confidentiality of information or concerns shared by others; is honest and forthright with people; carries his/her fair share of the workload; takes responsibility for own mistakes.

Entrepreneurial Orientation - Proposes innovative business opportunities/ideas to customers and business partners; encourages and supports entrepreneurial behavior in others; demonstrates willingness to take calculated risks to achieve business goals.

Decisiveness - The ability to make well informed, effective, and timely decisions even when data is limited, or solutions produce unpleasant consequences; perceives the impact and implications of decisions; ability to make tough decisions.

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