Support Analyst

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. This is a hybrid role, requiring 4 days in the office and one day work from home, located in downtown Chicago.

Must Have

• Respond to customer inquiries in a timely manner
• Utilize skills and knowledge of applications to answer questions and solve technical problems
• Own ticket until completely resolved and provide follow-up with client
• Assist users with configuration and settings across Reveal AI/Processing/Review technologies
• Create, maintain, and provide SQL scripts for access and reporting
• Proactively and reactively create client service-related applications
• Assist in the development of installation packages
• Actively assist in maintaining Reveal’s cloud-based services
• Contribute to software documentation, knowledgebase articles, and client-facing materials
• College degree in Computer Science or Information Systems related area
• 4 to 7 years of working experience
• Familiarity with client-server architecture
• Familiarity with modern programming language
• Familiarity with SQL scripting

Good to Have

• eDiscovery experience
• Familiarity with Azure/AWS
• Background in programming
• Enthusiasm for new knowledge

Perks & Benefits

• 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
• Access to onsite gym and recreational area at our Chicago office
• Friendly, collaborative, in-office work environment with ample opportunity for professional development

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.

From your seat in our beautiful new office in downtown Chicago, you will have access to many teammates to help respond to clients timely. Our office is in the heart of the loop with very convenient access to all major public transportation lines. Please be aware that this is a hybrid role (4 days in office, one day work from home).

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.

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
• Access to onsite gym and recreational area at our Chicago office
• Friendly, collaborative, in-office work environment with ample opportunity for professional development.

For Illinois-based roles, the budgeted annual salary range is $55,250 to $65,000. 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.

Friendly, collaborative, in-office work

Ideally, you would have some background in programming, be enthusiastic about new knowledge, and want to grow with an exciting technology company.

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.