Solution Specialist


Experience: 0 - 3 Years Graduation: Any IT Savvy Graduate
  • Troubleshoot and resolve issues and problems escalated by clients or internal associates for products / applications of Knovos.
  • Perform data/document ingestion, exports, and execute various processes as per requirements for matter specific databases.
  • Perform Installation, configuration and onboarding of clients for Knovos Products.
  • Review and Conduct quality checks of deliverables to both internal and external users.
  • Describe, Summarize, and Document how the work was performed and final results of the same.
  • Analyze, Diagnose, and correct complex escalated system(Windows,IIS,Networks) related problems for application and its services as per business needs.
  • Act as a liaison between various groups including Customer Success Manager, Project Management, Application Development, Testing, DBA, and ITS for complex client/business requirements.
  • Escalate problems to appropriate team(s)/individual(s), coordinate, and follow up with technical teams in order to achieve resolution in timely manner to ensure and enrich client experience.
  • Provide highest level of quality services to internal and external clients.
  • Continuous study and analysis of upcoming changes and implementations in various business applications of Knovos.
  • Analyze the user experience, generate requirements, and troubleshoot and provide solutions for various business applications offered by Knovos.
  • Meet the deadlines and perform activities in a time critical, highly confidential process.
  • Understand and follow policies and procedures.
  • Adhere to highest degree of professional standards and strict client confidentiality.
  • Attend professional development and training seminars on a regular basis.
  • Proactively gain knowledge and research about the Electronic Discovery and Litigation Support industry for its development and technology evolutions.
  • Proactively gain functional and technical knowledge of various web technologies, database concepts, basic application logic, and IP Networking concepts.
  • Develop a high degree expertise and techno-functional knowledge on the intricacies of different back-end systems, and tools that support various business applications of Knovos.
  • Assist (if required Authoring) in creation of technical documentation, detailed system documentation & diagrams, and procedures for new updates and changes.
  • Participate in release upgrades and upgrade QC for various business applications offered by Knovos.
  • Participate in special projects/assignments and perform additional duties as assigned.
  • Fulfill duties for off-shore and on-shore assistance for clientele spread on various locations across the globe.
  • Work with accountability, ownership, and lead by example approach.
  • Would require to be flexible to work in rotational shifts to provide 24×7 coverage and support.
  • Work additional hours as needed.

Technical Skills Required

  • Basic Web Application knowledge for windows(IIS) and other web server deployed applications.
  • Basic SQL query writing skills.
  • Knowledge about Network, Network/System/Web Security, Windows and Infrastructure layout for multi-tier enterprise applications.
  • SaaS product support experience.
  • Knowledge about different authentication mechanism such as AD, LDAP, OAuth, SAML.
  • Basic Azure, AWS knowledge.
  • Product Installation, Activation and troubleshooting knowledge.
Required Candidate Profile
  • Must possess qualities like attention to detail, multi-tasking, strong analytical ability, and “can do” attitude.
  • Able to manage priorities and be flexible.
  • Process and/or develop excellent listening, verbal, and written communication skills.
  • Work both independently and in team environment.
  • Ability to display professionalism, quality services, creativity, and strong decision making skills.
  • Should be self-starter and solution oriented.

Apply Now

Click or drag a file to this area to upload.