Analyst -Litigation Platforms - Support Team - India
UnitedLex
Gurgaon, HR, India
6d ago

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.

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