User Success Analyst

4 days ago

San Diego, United States Ledgent Technology Full time

Key Details:

  • Direct Hire/Perm
  • 100% Onsite in downtown San Diego
  • Pay: $60-85k

About the Position

Under general supervision of the Director, User Success, the User Success Analyst is responsible for answering, analyzing, and solving Level I Service Desk calls, and escalating unresolved issues as needed to the appropriate teams. This position serves as a subject matter expert on the Firm's Technology applications and processes, which provides the ability to quickly answer How-To software questions and eventually lead to training end-users as needed.

Essential Duties and Responsibilities

Service Desk

  • Serves as first point of contact for users contacting the Service Desk
  • Analyzes and solves end-user questions and issues related to software and basic hardware issues
  • Escalates issues to the appropriate team as necessary
  • Creates, assigns, and tracks service tickets in ticketing system to ensure timely completion
  • Proactively identifies and escalates major issues to management
  • Works closely with other team members to identify and suggest resolutions and improvements
  • Creates and maintains the Service Desk Knowledge Base.
  • Assists in creating documentation for users, and customizes vendor documentation to meet Firm and departmental standards.
  • Becomes a subject matter expert in specialized applications as needed or assigned on specific technology

Evaluate Needs

  • Constantly evaluates gaps in knowledge and determines the need for training
  • Collaborates with the Service Desk Team to determine trends in support tickets and determines if there is a need for training as a result
  • Shadows users to gain 'real world' knowledge of how the users work in order to better train and support them
  • Recommends process improvements and changes as needed
  • San Diego Technology Liaison
  • Setup and maintain user office technology equipment
  • Proactively outreach local office personnel daily by walking the halls frequently to ensure they have no technology needs/issues
  • Work with remote team members on tasks that require in-person team member assistance. This can include, but is limited to the following:
    • Provide video conference meeting support to include setup/breakdown, testing of AV equipment
    • Configure iPhone/Android devices
    • Support servers as needed during power outages, remote server reboot assistance, etc.

Education and/or Experience

  • High school diploma or equivalent required; college degree preferred
  • Law firm experience preferred
  • Customer Service experience preferred
  • Microsoft Office and Adobe Acrobat experience required

Qualifications

  • Problem solving and analysis skills, ability to adapt quickly under pressure
  • Exceptional interpersonal skills
  • Ability to learn new applications and technologies
  • Ability to listen, understand and articulate technical and non-technical information to customers, peers and/or management
  • Project a professional, engaging demeanor and provide a positive, high-energy learning environment
  • Recognized as a positive and motivational force on the team
  • Flexibility to work overtime

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

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