Senior Client Support Analyst (remote)
Company: LIGHTHOUSE
Location: Seattle
Posted on: January 14, 2021
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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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