Support Analyst - Remote

Overview

The Support Analyst is a key member of an overall team responsible for initial customer contact across the full suite of Reveal software. They are responsive, helpful, thorough, and communicative when working with those internal and external to Reveal. This individual is quick at determining the level of support required and performing triage to prepare tickets for up-line team members. This a remote role.

In Short

• Create a positive customer experience utilizing chat enabled AI technologies.
• Respond to customer inquiries in a timely manner and resolve issues based on the Application Support Playbook.
• Triage ticket by completing required information gathering, issue identification, and replication steps.
• Assist users with alternative workflows and configurations within Reveal technologies to enable customers to overcome application obstacles.
• Escalate tickets to appropriate team to assure SLA’s are maintained.
• Contribute to software documentation, knowledgebase articles, and other client-facing materials.
• Work with Support Engineers to continuously update the Application Support Playbook.
• Flexibility to occasionally work a weekend day as this role is staffed 7-day a week.

Requirements

• Excellent written and oral communication skills.
• Engaging personality with strong customer empathy and active listening skills.
• 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.
• College degree in Computer Science or Information Systems related area.
• Familiar with client-server architecture, modern programming language, and SQL.
• 2 to 4 years of working experience.
• eDiscovery experience is a big plus.
• Familiar with Azure/AWS a plus.

Benefits

• Medical Health Insurance coverage for employees and direct dependents.
• Paid holidays as per company policy and national guidelines.
• Pension contributions as per applicable laws.
• Hybrid schedule to promote work–life balance.
• Friendly, collaborative work environment with ample opportunity for professional development.