User Success Analyst

User Success Analyst

Direct Hire

100% Onsite Downtown LA

Salary: $60k - $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 Level II and beyond 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 (Level I and Level II) 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
Conducts instructor-led, webinar, one-on-one or just-in time training sessions

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

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. 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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