Support Services Analyst

Latham & Watkins LLP; Manchester; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading international law firm is seeking a Support Services Analyst in their Manchester office. This role involves optimizing customer engagement through effective management of support systems and platforms. Ideal candidates will have strong knowledge of CX and CRM systems, relevant IT certifications, and experience in technology support, particularly in a legal environment. Attractive benefits and comprehensive compensation package are offered along with opportunities for professional development.

Benefits

Health insurance

Pension plan

Wellness programs

Employee discounts

Qualifications

• Demonstrated experience in a CX administrator role, preferably within law firm.
• Technology support experience is required.

Responsibilities

• Serve as primary escalation point for CX platform issues.
• Coordinate with internal teams and vendors to troubleshoot the CX platform.
• Provide training on Customer Support Systems.

Skills

Knowledge of Talkdesk or similar CX platforms

Knowledge of ServiceNow or similar CRM platforms

Knowledge of Microsoft Windows and Server

Education

High school diploma or equivalent

ITIL certification

Microsoft and ServiceNow certifications

Job description

About Latham & Watkins

Latham & Watkins is a global law firm consistently ranked among the top firms in the world. The success of our firm is largely determined by our commitment to hire and develop the very best and brightest, creating a team that provides our clients with the highest quality of work and service. We are driven by our core values: respect, innovation, and collaboration.

About the Role

The Support Services Analyst is an integral part of Latham’s Technology team.This role will be responsible for enhancing our customer engagement by administering, supporting, and optimising the firm’s Customer Support Systems, while maintaining the firm’s Customer Experience (CX) platform to ensure optimal performance, including user, licence, and alert management, connectivity and server monitoring, managing disk space, and verifying services. This role will be located in our Manchester office and the working hours will be Monday to Friday, 4pm to midnight local time. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence.

Responsibilities & Qualifications

Other key responsibilities include:

• Serving as the primary escalation point for issues related to the CX platform, including support of all integrations
• Coordinating escalation to other internal teams and vendors as needed to troubleshoot issues related to the CX platform
• Serving as a secondary escalation point for issues related to the Customer Relationship Management (CRM) platform
• Providing training on the use of Customer Support Systems
• Executing testing protocols for security updates, new application releases, and patches while documenting anomalies or problems, and making recommendations regarding the feasibility of implementation

We’d love to hear from you if you:

• Possess an in-depth knowledge of Talkdesk or similar CX platforms
• Demonstrate knowledge of ServiceNow or similar CRM platforms
• Exhibit knowledge of Microsoft Windows and Server

And have:

• A high school diploma or equivalent
• An ITIL certification
• Microsoft and ServiceNow certifications
• Experience in a CX administrator role, preferably
• Technology support-related experience, and corporate or law firm experience, preferably

Benefits & Additional Information

Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in Latham’s comprehensive benefit program which includes:

• Health insurance as well as group income protection and life assurance
• A pension plan
• Wellness programs
• Employee discounts
• And more!

Additionally, we have a range of programming including Global Affinity Groups, which are open to all. These groups provide a firmwide platform to share experiences and advice as well as an opportunity to participate in a supportive network with common interests to help make life at the firm even better.Latham & Watkins is an equal opportunity employer. The Firm prohibits discrimination against any employee or applicant for employment on the basis of race (including, but not limited to, hair texture and protective hairstyles), colour, religion, sex, age, national origin, sexual orientation, gender identity, veteran status (including veterans of the Vietnam era), gender expression, marital status, or any other characteristic or condition protected by applicable statute.