Solution Specialist

• 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.