Responsibilities:

• Field customer calls, answer emails, create/ resolve trouble tickets related to hosting.
• Technical Help desk, helping customers with technical issues related to hosting and domain names.
• Participation in the customer design, build, testing, training and go-live activities.
• Acts as the primary point of contact and application advisor to the customer.
• Engagement with customer implementation projects beginning with the integrated test rounds through to end of the contract.
• Monitors all client-reported problems that are filed for assigned applications.
• Building load files and then importing them into hosting processing tool.
• Quality control checks of the processed data. Utilizing a text editing tool to modify load files created by eDiscovery hosting platforms.
• Customer relationship management; ability to understand a customers business and how application hosting contributes to the delivery of that product or service.
• Perform migrations of customer data as needed to maintain balanced loads on systems.
• Technical configuration; data loading, extraction, and transformation using a variety of tools.

Qualifications:

• Superior communication skills required
• Knowledge of litigation workflow, review tools, and or other practice support related items
• Project Management experience desired
• Working knowledge of Concordance, Summation, Relativity, iconect, ringtail helpful
• Experience with discrete math and or Boolean logic helpful.
• 2+ year’s customer relationship experience
• Prior software training experience
• Previous experience in a web hosting helpdesk is desired.