Technical Support Analyst

About Company:
Casepoint is the trusted data discovery platform for large corporations and government agencies. Our mission is to transform data into actionable intelligence and responsive insights. Leveraging the power of AI and advanced analytics, our end-to-end eDiscovery platform empowers teams to seamlessly collect, preserve, and discover vast amounts of data from diverse sources.

Number of positions currently vacant: 05

Key job responsibilities:

• Assist in various eDiscovery workflows within the Casepoint platform, including data processing, data ingestion, overlay, data conversion, archive, deletion, and data export.
• Responsible for active monitoring of incoming product support requests. Ensure all information is recorded properly and managed as per defined standards.
• Perform ad-hoc data queries for reporting, and data analysis needs for internal and external teams.
• Responsible for adhering to standard quality control procedures on technical requests while finalizing all customer deliverables.
• Make sure to accomplish assigned work within a defined SLA/OLA matrix and shared priority.
• Create meaningful and understandable reports and charts to share data analysis results or conclusions with other team members or stakeholders.
• Periodically generate various reports for the Ticket Management system.
• Periodically monitor Casepoint platforms and generate agent, application, and processing Error log reports
• Keep all stakeholders informed on request progress, time frame adjustments, data issues, escalated technical concerns, and any other pertinent information.
• Assist senior analysts in all aspects of data operations and technical support, and also learn from them.
• Update their skills and knowledge about the eDiscovery domain, litigation processes, and EDRM workflow.
• Get hands-on experience with Casepoint eDiscovery tools and technologies used for data analysis and review.
• Update their skills and knowledge about data management and analysis applications such as SQL, MS Access, and VBA.
• Gain knowledge of general reporting applications like Excel, Google Sheets, etc., which could be used to prepare data analysis or other ad-hoc requests.
• Ensure data security by maintaining the confidentiality and integrity of sensitive data and implementing appropriate security measures.
• adhere to the procedures of the organization.
• Other duties as assigned

• Computer science or information technology-related degree with a focus on database administration or data analysis (or equivalent experience)
• Minimum 1-1.5 years of experience in the eDiscovery field
• Demonstrated ability to diagnose and resolve complex problems
• Oral and written communication skills that provide a strong and confident leadership presence
• Excellent communication and customer service skills
• Excellent client relationship skills include the ability to proactively manage client expectations, recognize client needs, and adapt company capabilities to meet client requirements consistently
• A solid understanding of database design and management, data processing activities, and legal document review requirements
• Positive, team-oriented attitude
• Strong attention to detail and ability to manage multiple high-priority tasks
• Ability to work in a fast-paced, deadline-driven environment while handling multiple tasks through completion
• Desire/initiative to learn more advanced technical and design concepts
• Foster a teamwork environment
• Improve cross-application/work center knowledge
• Ability to work flexible shifts

Excellent culture produces an excellent product. We value our team members, so we provide a nurturing environment of camaraderie. We recognize talent with competitive compensation and career empowerment.

Location: Surat, India