Job description

Cimplifi is a leading integrated legal services provider, leveraging technology and expertise to simplify the experience of eDiscovery and Contract Analytics for corporate legal departments and law firms. For more than two decades, clients have relied on our expertise and ingenuity to solve complex challenges, bring innovative solutions, and deliver intelligence and insight to help them manage risk, control costs, and get more done, more effectively, and with far less effort and stress.

POSITION OVERVIEW

Under the direction and supervision of the Support Operations Manager, the Support Associate manages incoming support requests as they relate to the Relativity platform, escalating to appropriate resources. The Support Associate will perform initial ticket intake, gather additional information as needed, and manage communication with clients relating to support requests.

ESSENTIAL FUNCTIONS

In this capacity, the Support Associate:

· Manages incoming support requests as they relate to the Relativity platform

· Gathers information from clients as necessary to aid in troubleshooting of Relativity support requests

· Maintains internal tracking of open Relativity support requests

· Works closely with members of the IT team to troubleshoot outstanding issues

· Ensures initial response and escalation SLA’s are met for each issue related to the Relativity platform

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED

· Basic to intermediate understanding of Relativity review, processing, and production workflows

· Relativity certification a plus, not required

· Minimum 3 years experience in an IT Support or Help Desk role

· Strong teamwork, communication (written and oral), client management, and interpersonal skills

· Ability to manage client expectations and maintain clientsatisfaction

· Experience managing multiple, concurrent workstreams

CIMPLIFI COREVALUES:

Our Core Values serve as the guiding principles behind all services we deliver. A Cimplifi employee is…

· Courageous: We back our best practices with integrity and ethics, making our employees resilient and able to drive honest conversations, and engage in problem-solving in the face of adversity.

· Reliable: We consistently respond faster, work harder, think smarter, and work collaboratively to support our clients’ needs, building trust and dependability.

· Inventive: We are proactive and resourceful original thinkers, we are capable of creating innovative solutions, and delivering time-tested results due to our training, skills, and industry knowledge.

· Adaptable: We are nimble, eager, and prepared for the challenges facing our clients, allowing us to be flexible and responsive to client needs.

Job Types: Full-time, Temporary

Pay: $30.00 per hour

Benefits:

• Health insurance

Schedule:

• Monday to Friday
• Overtime

Application Question(s):

• How many years of experience do you have working in a help-desk capacity with the Relativity Document Review platform?

Education:

• Bachelor's (Required)

Experience:

• Relativity Document Review Platform: 1 year (Required)
• Help desk: 1 year (Required)
• Windows: 1 year (Required)

Work Location: Remote

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