Job Details

Project Analyst (SOFTWARE COMPANY)

Austin, United States
  • Employment Type: Direct Hire
Are you a person who enjoys problem solving? Our client, an innovative and expanding e-discovery software company, is hiring several Project Analysts to join their team in Austin, Texas. The Project Analyst will work in conjunction with other Operations team members to provide exceptional service and support to their clients in the legal industry. The Project Analysts will complete incoming requests to fulfill billable tasks as directed by project managers and will respond to direct customer inquiries for product feature support. This role will work closely with the Technical Support, Client Success, and Data Operations teams to deliver a streamlined client service experience beyond the work delivered by the analyst team. The successful candidate will have a passion for customer service, will enjoy problem-solving, and will have the ability to communicate with a wide variety of people. Resumes to [email protected].

Your Impact:
  • You will be the first point of contact for many customer inquiries as a result you will have a major impact on the customer journey
  • You will join an expanding team with strong growth potential within the larger organization
  • You will be a direct liaison with the product, services and the client success teams as an integral cross-functional role within the organization and work with lots of different groups and individuals
What You'll Do:
  • Completes incoming requests to fulfill billable tasks directed by project managers and client success managers
  • Responds to direct customer inquiries for product feature support
  • Communicates clearly and consistently with customers about technical and non-technical topics
  • Escalates to leadership or other resources as needed to ensure our customers are having a positive experience and getting the support and expertise they need
  • Works in a ticketing system to manage, respond to or reassign requests for product support, billable tasks, and any other general inquiries
  • Performs special assignments, requests for technical expertise or tasks as directed by management
  • Manages selective customer projects from start to finish that are of a certain size and scope that do not require a full project management assignment
  • Be a strong liaison to our Project Management, Technical Support, Data Operations, Forensics and Client Success teams
  • Provides feedback and suggestions to the Product team to drive product improvement on behalf of customers
Experience:
  • A good communicator that conveys confidence and a service-minded approach to helping our internal and external customers
  • Some experience in project management and/or technical support experience with a software or legal company
  • Ability to manage multiple, fast-moving projects and tasks at a given time
  • Strong problem solving and analytical thinking skills to help troubleshoot technical challenges
  • Possess an interest in technology with the initiative to research and craft creative technical solutions
  • Organized in your approach to work, with an attention to detail, ability to multitask, and a passion for client service
Preferred Experience:
  • Experience with other e-discovery platforms such as Relativity, Nuix, Brainspace, Ipro, Catalyst, Venio, Recommind, Ringtail or any similar processing or review systems
  • Experience working in the legal field at a corporation, law firm, or consulting business
  • An understanding of the e-discovery process
  • A strong technical background and acumen

Interested in this job? Get in touch.

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