REQUIREMENTS & COMPETENCIES :
Ability to work with multi-cultural, global, and multi-time zone teams
Excellent verbal and written communication skills
Demonstrate excellent customer service skills
Perform in a highly functional, demanding, and ever-changing environment
Excellent time management skills with the ability to manage conflicting priorities
High sense of urgency and commitment to exceeding customer expectations
Must be able to work in constantly evolving, deadline driven and fast paced work environment
Customer service, support, and troubleshooting experience
Engaged and enthusiastic about work and learning
Flexible availability to work varied shifts, including evening and weekends
Must be self-motivated, yet willing to work in a team
Knowledge of MS Office applications, such as Word, Excel, Outlook, and PowerPoint
Attentive to detail
RESPONSIBILITIES :
0-6 Months work experience required
Education - BTech(Computers Sc), BSc( IT), MCA
Follow and execute Standard Operational Procedures to maintain Enterprise Applications and ensure their correct functioning and performance to meet SLAs commitments
Continually seek opportunities to increase customer satisfaction and deepen client relationships
Stay up to date regarding applications’ market and offerings by competitors
Become efficient in navigating through the servers and applications to find and resolve issues
Communicate with customers as required, keeping them informed of ticket progress
Track and enter daily time reporting in InTapp
Follow and revise established SOPs
Create and deliver ad-hoc and monthly reports
Perform account and access management
Dispatch support tickets to global Support team
Provide first-line, entry level support for eDiscovery Applications such as Relativity, Reveal, Brainspace, Nuix, and internal proprietary software
Install scripts and applications within eDiscovery Applications such as Relativity, Reveal, Brainspace
Respond to client questions, problems, and work requests on a daily basis
Follow appropriate procedures for creating, updating, escalating, transitioning, and closing tickets in Jira
Flexibility to work any shift, on-call schedule, or other time frames by management
UnitedLex is committed to preserving the confidentiality, integrity, and availability of all the physical and electronic information assets throughout the organization.
Consistent with the UnitedLex ISMS policy and the ISO 27001 standard, every employee is responsible for complying with UnitedLex information security policies and reporting all security concerns, weaknesses, and breaches.
