What are the responsibilities and job description for the Associate Technical Support Analyst position at CSC?
Associate Technical Support Analyst
Hybrid in Wilmington, Delaware or Remote - United States Based
Monday to Friday 11:00 a.m. to 8:00 p.m. EST
Summary:
We are seeking a customer-focused, solutions-driven Support Team Member to join our dynamic team supporting CSC’s Enterprise Legal Management (ELM) and Matter Management platform. This role is pivotal in ensuring our clients receive exceptional service while navigating complex legal operations technology. You will be the first line of support, diagnosing issues, delivering resolutions, and embodying the values that define our team culture.
Some of the things you will be doing:
- Customer Support & Issue Resolution
- Serve as a primary point of contact for client inquiries, providing timely, accurate, and empathetic support
- Investigate and troubleshoot platform issues, escalating when necessary while maintaining ownership of the client experience
- Deliver clear, actionable solutions and guidance to users with varying levels of technical expertise
- Communicate clearly, professionally, and with attention to tone and detail, consistently representing the organization’s standards
What skills, experience, and qualifications do you need?
- Service Excellence
- Demonstrate a genuine commitment to helping clients succeed by actively listening, anticipating needs, and exceeding expectations
- Maintain a high standard of professionalism and empathy in every interaction
- Team Collaboration
- Work closely with cross-functional teams including Product, Engineering, and Customer Success to resolve complex issues and improve the platform
- Share knowledge and contribute to internal documentation and best practices to uplift the entire support team
- Tenacity & Problem Solving
- Persistently pursue root causes of issues and follow through until resolution is achieved
- Think critically and creatively to solve problems, even when the path forward is unclear
- Ability to manage multiple priorities and maintain composure under pressure
- Strong analytical and troubleshooting skills with a passion for solving problems
- Authenticity & Integrity
- Communicate with honesty and transparency, building trust with clients and teammates alike
- Represent the company’s values in every interaction, both internally and externally
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