Support Analyst (2nd Shift)

Support Analyst

Reports To: Manager of Customer Support

Location: Chicago (5pm CST-2am CST)

Job Overview

The Support Analyst is a key member of an overall team responding to customer inquiries across the full suite of Reveal software. They are responsive, helpful, thorough, and communicative when working with those internal and external to Reveal. They are first-line responders and carry from initiation to resolution. This individual is quick at determining the level of support required and performing triage to correct up-line team members.

While this role is primarily remote, you'll still enjoy strong connectivity with your team and clients. You'll have access to a collaborative network of colleagues who are committed to timely and effective client support. Our team culture emphasizes communication, responsiveness, and shared successno matter where you're working from. We provide the tools and support needed to thrive in a virtual environment, ensuring you feel connected and empowered every step of the way.

Responsibilities & Duties

• Respond to customer inquiries in a timely manner and utilize skills and knowledge of applications to answer questions and solve technical problems.
• Owns ticket until completely resolved and provides follow-up with client after closed to assure continued success.
• Assist users with configuration and settings across Reveal AI/Processing/Review technologies and test to assure it is functioning to client satisfaction.
• Create, maintain, and provide when appropriate SQL scripts to provide access and reporting to additional functionality and data for reporting.
• Proactively and reactively create client service-related applications in collaboration with other internal and external teams.
• Assist in the development of installation packages for various internal or external customers.
• Actively assist in maintaining Reveal's cloud-based services and developing methods for automated maintenance or reporting.
• Contribute to software documentation, knowledgebase articles, and other client-facing materials.
• Perform other duties and responsibilities as assigned to support team, department and organizational goal.

Characteristics

• Excellent written and oral communication skills.
• Engaging personality and ability to engage others.
• 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.

Education & Experience

• College degree in Computer Science or Information Systems related area.
• Familiar with client-server architecture, modern programming language, and SQL scripting.
• 4 to 7 years of working experience.
• eDiscovery experience is a big plus.
• Familiar with Azure/AWS a plus.

Benefits and Perks including but not limited to:

• 401k match program
• Comprehensive health benefits (Medical, Dental, Vision, and HSA/FSA)
• Group Term Life Insurance and Voluntary Life Insurance option
• Paid holidays
• Paid vacation, sick, and personal days
• FSA dependent care benefit
• Childbirth recovery and bonding leave policies
• Short and long-term disability benefits

For Illinois-based roles, the budgeted annual salary range is $59,500 to $70,000. This includes additional pay for on-call and holiday overtime pay per policy and applicable law. Compensation for this role will depend on a number of factors, including a candidate's qualifications, skills, competencies, and experience and may fall outside of the range shown. Reveal offers a competitive total rewards package, which includes the Benefits and Perks set forth above.

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.

Hiring Policy

Reveal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reveal does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.