Friedman Williams
User Success Analyst Los Angeles CA
Job ID: 18262
Great Fulltime Opportunity in Los Angeles for a User Success Analyst!
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
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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
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice
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Salary: $60,000 – $85,000/year.