Technical Support Specialist (Remote)

Rampiva Global LLC
New York, NY
United States

eDiscovery Service Provider
Manages Others
Experience Required
Degree Required
Employment Type
Work Schedule
No Travel

Job Description

The Technical Support Specialist will be primarily responsible for replying to, managing and interacting with Rampiva Global clients via the Rampiva support portal. This role is critical in maintaining Rampiva’s high standard for customer care along with helping our customers grow their utilization of the Rampiva Automate suite. This role will be a full-time salaried position reporting directly to the Head of Client Success. The position is 100% remote with no travel required. Hours of operation are flexible, but the role is US or Canada based.


Job Responsibilities:

  • Troubleshooting technical issues.
  • Reviewing Nuix and Rampiva logs to determine the root error cause.
  • Installing and configuring Rampiva and Nuix software.
  • Speaking to customers to quickly get to the root of their problem.
  • Providing timely and accurate customer feedback.
  • Talking customers through a series of actions to resolve a problem.
  • Following up with clients to ensure the problem is resolved.
  • Supporting new client implementations.
  • Managing multiple cases at one time.
  • Testing and evaluating new versions of Rampiva and Nuix software.
  • Updating and curating the Rampiva Knowledge Base.
  • Documenting and tracking ticket outcomes and resolutions.
  • Document, validate, submit and track user Feature Requests.
  • Good written and verbal communication.
  • Experience with Support ticketing systems like Jira, ServiceNow etc.
Bonus Qualifications:
  • Certification in Microsoft, Linux, or Cisco.
  • Nuix Certifications (eDiscovery Specialist, or Nuix Master).
  • Relativity Certifications (RCA, RIS or RPS).
  • Video/sound editing experience.
  • Scripting experience in Python, Ruby or ECMA
  • Degree in Computer Science or Information Technology

Contact us for more information.

Job Requirements
Required Skills:

- eDiscovery processing software experience.
- Prior experience in technical support, desktop support, or a similar role.
- Proficiency in Windows Server operating environments.
- Proficiency in Microsoft Office applications.
- Experience with Microsoft Azure and Amazon EC2.
- Experience with remote desktop applications and help desk software.
- Attention to detail and good problem-solving skills.
- Excellent interpersonal skills.