Data Automation Support Specialist

Location: Remote
Department/Group: Data Automation Services
Position Type: Full-Time Exempt

Position Summary

The Data Automation Support Specialist (DASS) provides technical assistance and customer service to clients and users of Data Automation systems, workflows, and products. They are responsible for answering questions, resolving issues, and providing guidance related to the Data Automation systems and products that they support.

Roles and Responsibilities

• Provide outstanding customer service via phone, email, and live chat.
• Provide Data Automation support by assisting both internal and external customers with simple to moderately complex questions and problems.
• Troubleshoot issues to resolution and directly answer user questions.
• Investigate potential bugs and errors and escalate advanced issues to Data Automation Services leadership and engineering teams.
• Collaborate with other team members to achieve timely resolutions.
• Guide both internal and external customers through consultative discussions including feature demonstrations to meet their specific needs.
• Capture all service requests, interactions, and communications and assist in writing and publishing articles in the knowledgebase.
• Continuously develop new technical skills.
• Monitor and reply to Zendesk tickets within defined SLA.
• Route issues to specific teams based on the ticket details and request information.
• Perform escalations when tickets have breached SLA.
• Generate weekly reporting on ticket SLA achievement and efficiency.
• Participate in documentation and process creation related to Support tasks and roles.
• Participate in internal and client-facing calls for notetaking and follow-up task coordination.

Requirements and Skills

• Proficient in the Zendesk Agent interface.
• Excellent communication skills.
• Proficient in Outlook, Outlook Calendar, Microsoft Word.
• Highly organized and detail oriented.
• Experience with Asana or Kanban task management systems.
• Customer service enthusiast.
• Flexible with an ability to work on many different tasks regularly.
• Must exhibit strong technical writing skills, have ability to analyze information, communicate processes, and exhibit excellent follow-up skills and customer service.
• Ability to work under pressure and able to multi-task and prioritize work assignments to meet deadlines.
• 5+ years of forensic investigation, electronic discovery, or litigation support management experience.
• Deep technical knowledge of the following:
  • Nuix Automation
  • Relativity
  • EDRM

Education and Experience Preferred

Bachelor’s degree in computer science, information systems, mathematics, statistics or other relevant degree.

Company Benefits

• Health, dental, and vision insurance
• Life, short-term, and long-term disability insurance
• 401(k) plan after 90-days
• Paid time off (PTO) and holidays

Level/Salary Range

$65,000 – $80,000