Sr Analyst – Litigation Platforms – Support Team – India

UnitedLex

  • Full Time

RESPONSIBILITIES:

 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, Brain space,
   Nuix, and internal proprietary software.
 Install scripts and applications within eDiscovery Applications such as Relativity, Reveal, Brains pace
 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.

Desired Profile:

 B.Tech or MCA.
 Experience range 2+ years.
 Create SQL scripting and ad hoc reporting to satisfy client’s special needs.
 Promptly support end users with complex SQL Queries impacting Application’s performance.
 Flexible availability to work varied shifts, including evening and weekends.
 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 managementskills 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
 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 

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