Associate Technical Support Analyst

7 days ago

Wilmington, DE, United States Corporation Service Company Full time
Job Description

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
#LI-SP1

#INDP

#REMOTE

About Us

CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®

Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.

CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.

CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.

We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,

CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.

We encourage candidates to apply directly to our website and not through third-party sources.

Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.

About the Team

At CSC®, we're always looking ahead, finding ways to improve and anticipate the future needs of our customers. Curiosity fuels our innovation and productivity drives our results. This proactive mindset has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 120 years.

CSC is committed to attracting, developing, and retaining talented people whose personal values align with ours. We empower our employees to bring the right solutions to market to meet customer demand. That is why we are the premier provider of global solutions for more than 180,000 businesses.
  • CSC is a great place to work with smart and dedicated people. We have been voted a Top Workplace every year since 2006 and are a 2022 National Top Workplace.
  • We offer challenging work and career opportunities. Most positions are filled with internal moves and employee referrals.
  • Employees are eligible for an annual success sharing bonus or commission plans based on role and individual performance.
  • CSC offers excellent benefits, including medical, dental, life insurance, and flexible spending and health savings accounts. We also offer you a 401(k) with employer match and profit-sharing, paid time off, tuition reimbursement, and more.
  • As business needs allow, CSC offers hybrid/remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.
  • Our global standard for our work environments supports current and future technology initiatives through open design, sit-stand workstations, and digital interface points with wireless access throughout the campus. It's an exciting time for us in terms of growth and expansion.

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