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Senior Client Support Analyst (remote)

Company: LIGHTHOUSE
Location: Seattle
Posted on: January 14, 2021

Job Description:

DescriptionPurposeThe Senior Client Support Analyst is a client facing high-level technical resource responsible for providing training, communication and troubleshooting to Lighthouse clients. This role works with clients in a consulting function to help solve workflow and custom requests, and translate the requests into execution. The Senior Client Support Analyst must fully understand and have an intimate knowledge of the Lighthouse workflows, complex automation systems, and the needs of our clients and company needs. Develop and maintain Custom Processes and Technical Support workflows and documentation---including for tracking, reporting, changes, and project execution---to achieve specific client objectives and departmental project goals. Serve as resource and escalation point for clients, the Service Delivery, Consulting\Advisory departments, and other internal departments.What You'll Do:Apply advanced, strategic approaches to assist clients with complex eDiscovery management challenges as well as combine data analysis techniques, sophisticated technology tools, and eDiscovery principles to help clients make well-informed decisions.Strategize with Technical Project Managers and clients regarding eDiscovery project requirementsCollaborate and work with external clients to understand and translate their requests into actionable itemsEducate clients on how to best achieve the needs they desireGuide clients with documenting and enhancing processes; collaborating on the development of work flow and procedures; and developing and rolling out communications and trainingDefine technical solutions and design workflow to meet client's end goalsDevelopment and training for the Service Delivery, Consulting\Advisory departments, and other internal departments to understand changes to existing workflow and new process implementationTrain and support Service Delivery and other internal teams in executing and support of technical workflows and automationAccept, troubleshoot and resolve high level complex problems escalated from cross functional groups in Service Delivery, IT Team, Consulting\Advisory, and other internal departmentsIdentify areas of process and infrastructure deficiency and concerns across Service Delivery to optimize system resources, workflow, and quality, and work with Continuous Improvement Organization for testing and implementationWork with the Engineering and Ops Development resources to design, spec and create custom scripts and queries to be implemented into the automation workflowsResearch and gather data and metrics to build and deliver highly custom and detailed reports for internal and external clientsA lead resource for questions, direction, advice, and coaching from other team members on the Custom Processes and Technical Support team.Other duties as assigned.What You'll Need:Able to work from Monday to Friday; 10am to 7pm PST.Typically requires a Bachelor's Degree or equivalent experience.Typically requires 5 to 8 yrs of progressive experience with Nuix, eCapture, or Relativity in a law firm, corporation, or eDiscovery service provider environmentTypically requires 5 to 8 yrs of experience desired working in a technical client-facing roleAdvanced MS Access as well as SQL proficiency in order to support/troubleshoot proprietary automation solutions and research of data anomaliesStrong Microsoft Office skills (especially Access, Excel and Outlook)Track record of bringing critical thinking to technology and processesProven ability to troubleshoot issues and drive technical initiatives independently, and provide training to other team members regarding troubleshooting resolution and technical solutionsStrong professional and leadership presenceStrong initiative to provide support across the company to complete common goalsDrive and passion to see jobs executed efficiently and without errorStrong written and oral communication skills; appropriate client-facing demeanorHigh level of customer service towards internal and external clientsExceptional attention to detail and strong organizational skillsAbility to balance many priorities and to remain calm under pressureAbility to be a team player and to collaborate with the various teams across the companyWillingness to adapt to a rapidly changing environment and to rapidly changing requirementsAbility to work in a fast-paced environment and manage competing prioritiesAdherence to processes and procedures while remaining results-oriented and ---thinking outside the box---

Keywords: LIGHTHOUSE, Seattle , Senior Client Support Analyst (remote), Professions , Seattle, Washington

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