Beschreibung
Position: L3/L4 Technical Support Consultant
Location: Bern, Switzerland
Duration: 6 months +
Job Description:
- Proactively manage, research root cause and solve high-severity incidents to eliminate customer impact
- Meet technical support SLAs
- Maintain eDiscovery workflows within tight deadlines
- Build/maintain expertise in the eDiscovery platforms and related applications
- Directly communicate with customers/lawyers/legal personnel, eDiscovery platform provider, 3rd party application owners - issue status, business/domain escalations and platform outages
- Direct clients in best practices for data base archival and protection
- Monitor performance metrics and SLA adherence for compliance
- Implement support processes for Business Continuity/Disaster Recovery
- Back-up designated team members and Global Technical Support Leads
- Identify trends to optimize future incident responses