Encore Legal Solutions Inc provides a range of outsourced services to the nation’s leading law firms and the legal departments of Fortune 1000 companies. Services include electronic data discovery; document preparation and reprographics; document scanning, coding, and indexing; and on-line document repository.

Job Summary:

The Level 2 Support strives for excellence in product support.  In this role, the analyst will be responsible for ensuring that our clients’ experience is a positive one.  Need to be able to manage the resolution of customer cases with exemplary service, prompt communication and courteous behavior.  Must be able to troubleshoot technical issues in accordance with the Service Level Agreement, work effectively with cross functional teams, and demonstrate solid customer communication. The role is also responsible in communicating ongoing issues through the appropriate escalation process, and providing timely feedback and responses to our clients.  Must be able to analyze and troubleshoot incoming issues for the most effective resolution path. 

 Responsibilities Include:

• Actively communicate with the client. 
• Resolve and close client reported issues to ensure client satisfaction. 
• Communicate findings and progress to appropriate internal and external parties.
• Focus on improving wellness and reducing production support costs.
• Recognize and escalate difficult technical/business issues within the organization
• Work with support and other business units to troubleshoot and workaround issues
• Prioritize both time and projects, working independently
• Listen, comprehend and communicate on the fly
• User Set Up and Passwords
• Ability to provide Customer Demo’s and Training as needed
• Set up Web Exes’s with #s
• Monitor servers going down
• Bug issue reporting to Software Vendors
• Must understand functionality dependencies in order to troubleshoot technical issues

Required Skills:

• Excellent customer support skills 3+ years of experience
• Minimum 1 year experience supporting external users of a web-based hosted application
• 3+ years technical experience with computer software, including database servers such as Oracle and SQL
• 3-5 years of Technical Support experience
• Strong analytic and problem solving skills
• Proficient with Microsoft Office
• Highly self motivated and independent
• Excellent troubleshooting skills
• Extensive experience in examining, investigating and solving dynamic problems with ability to think “out of the box” and develop creative solutions
• Well organized with the ability to multi-task and work with minimal supervision
• Possess client facing communication skills
• Communicate issues clearly using both technical and non-technical language
• Interact with employees and managers at all levels
• Must have a solid understanding of remote connectivity tools such as Citrix
• Strong interpersonal skills and ability to communicate both written and verbally
• Strong customer relationship management skills
• Litigation Software knowledge a plus