Provide post-sales support for iManage software products and RBRO software products to clients
Serve as a subject matter expert for broad and complex technical issues, providing first call resolution through phone and email support channels
Troubleshoot, analyze, reproduce, and resolve issues quickly, escalating as appropriate .
Log all cases and case activity in the case management system . Develop a strong working knowledge of the organization’s software and processes.
Provide “on call” support on a rotating basis
Identify opportunities to improve or automate repetitive tasks
Assist the organization to better serve our clients using your knowledge and insight of our clients’ requirements and needs
Perform various other duties as assigned

Postsecondary education in Information Technology, Computer Science or another relevant field
Over 3 years of proven experience directly resolving technical issues via e-mail and telephone
Comprehensive understanding of Windows OS environments
Strong understanding of SQL Server administration or scripting
Strong general understanding of computer systems, mobile devices and other technologies
Functional understanding of change and release management
Experience with remote desktop applications and screen
share software ( eg. MS Teams).
Experience with providing step-by-step technical help, both written and verbal
Certification in iManage Work, and Microsoft technologies such as Windows, Azure, or similar technologies is preferred
Experience with the legal industry is preferred
Experience with accounting software is preferred

Technical Support Analyst

Key skills