Job: Sr. Web Technician

Encore Discovery Solutions (Encore) is a global leader in providing high quality digital and paper discovery solutions to Fortune 500 corporations and AmLaw 200 law firms. Ranked by Socha-Gelbmann, an independent legal industry survey, among the nation’s top five electronic data discovery service providers in 2007 and 2008, our focus on quality and client service is second to none. Moreover, Encore is an industry leader in hosting data for some of the largest litigation in the world, and currently hosts over 180 TB of client data in over 3800 active databases; more than any other service provider in our industry.

Technician will be responsible for ensuring resolution of customer cases with prompt communication. Troubleshoot technical issues, analyze and troubleshoot incoming issues, manage assigned cases and upload data.


Tasks:
• Build new and modify existing databases
• Upload and/or overlay new data into existing database(s)
• Create subsets, BBs and productions
• Build and run search queries given specified criteria
• Provide technical support to clients
• Provide client training via WebEx and onsites.
• Assist client’s in best practices for both setting up their cases and conducting their document review.

Qualifications:
• Documentation skills.
• Experienced with MS Office applications and Windows O/S.
• Expertise with litigation software, specifically looking for Concordance, Opticon, FYI Reviewer, iConect, nXT, Caselogistix & WebBlaze.
• Expertise with MS Access & SQL highly desired.

Responsibilities:
• Manage assigned cases and their associated databases.
• Expected to monitor departmental email account (which clients use for support) for assigned cases. Employees are issued Blackberries for this purpose.
• Provide recommendations to both internal sales staff and client (if necessary) on best practices regarding review process, productions and other related services dependent upon database structure and utilization.
• Excellent communication skills and capable of professional interaction with both internal staff and clients.
• Must exhibit initiative while performing duties.
• Participate in on-call weekend client support rotation. Typically occurs on a monthy to bi-monthly basis and involves taking 2 days off during the week to monitor client issues for that weekend.