Technical Support Engineer (eDiscovery)

Casepoint Pvt. Ltd.

1d•Remote

About The Position

Casepoint provides full eDiscovery capabilities through a powerful, secure, cloud-based platform. We are repeatedly chosen by leading law firms and multinational corporations for their largest matters. On an upward trajectory for almost a decade, Casepoint is looking to expand its team globally. Team cooperation, “work hard, play hard” attitude, open communication, and kindness mark Casepoint’s culture.

Requirements

User support
Data operations
CRM tools
Data Discovery
Tier 1 & Tier 2 Casepoint platform requests
Electronically stored information analysis
Data transfer validation
Deliverable creation
Quality control
Application development
Data processing and validation management
Workflow analysis
Customer training
Project data evaluation
Project workspace creation
Project report creation
Data scope reporting
Automated workflow concepts
Data migration
Data normalization
Data management
Analytical data manipulation
File manipulation
Mobile or Cloud Data parsing and processing

Responsibilities

Monitor and review all incoming customer requests for user support and data operations through CRM tools, performing initial analysis to determine the appropriate course of action.
Take a lead on Data Discovery request to create sub tickets and assign /coordinate with relevant team members based on their nature and priority, ensuring efficient and effective handling.
Ensure all project/task information is accurately captured within the CRM tool, while assigning priority levels to requests based on urgency and impact to address critical issues promptly
Closely monitor request status and provide routine status reports, including task completion reports and data delivery schedules to requester.
Assist in the planning and execution of Data Discovery projects/Task, including managing timelines and resources.
Validate secure and stable transfers of customer data.
Analyze electronically stored information and associated data to identify compatibility with Casepoint systems.
Assist customer success leads and Case team with basic Tier 1 & Tier 2 Casepoint platform requests.
Create deliverables for opposing counsel, trial consultants, and/or the courts that conform to all required technical specifications as designated per protocols.
Perform quality control of deliverables to determine if they are sound and can be utilized for the purposes that they were intended for.
Supports the business needs of the department, Account Managers, and Customer Success Leads.
Supports Casepoint requirements through application development, data processing and validation management, workflow analysis, and customer training.
Provide support for all project and case team needs to include, but not limited to: evaluate project data; create project workspaces; create project reports required; interface with the Casepoint development team to resolve end-user and/or case team troubles.
Assess incoming data as to size and formatting and generate scope reports.
Proactively contribute to the continuous improvement of the eDiscovery services by introducing automated workflow concepts for complex requests like Data migration, normalization, Data management.
Large and/or complex analytical data and file manipulation tasks the customer may request. i.e. check data compatibility with Casepoint platform. (This will include all requests received as part of POC, RFP, forensic Data migration, Mobile or Cloud Data parsing and processing)