Legal Technology Application Support Specialist

Skadden, Arps...LLP; New York (NY); Hybrid; USD 95,000 - 110,000; Full time

Job summary

An established industry player is seeking a Legal Technology Application Support Specialist to enhance user experience and resolve technical issues. This role involves managing Help Desk operations, ensuring smooth service delivery, and providing outstanding customer support. The ideal candidate will possess strong analytical skills and a deep understanding of legal software applications. Join a collaborative environment where your contributions will make a significant impact on the firm's operations and client satisfaction. This is an exciting opportunity to be part of a prestigious firm known for its commitment to excellence and professional growth.

Benefits

Competitive salaries

Year-end discretionary bonuses

Comprehensive health care

Generous paid time off

Paid parental leave

Professional development opportunities

Well-being classes and programs

Community impact opportunities

Qualifications

• 10+ years of Help Desk support experience in a corporate law firm.
• Strong understanding of legal software applications and Help Desk best practices.

Responsibilities

• Manage incoming calls and provide exceptional customer service.
• Diagnose and resolve technical issues promptly.
• Administer user access and document escalated issues.

Skills

Customer Service

Technical Support

Analytical Skills

Attention to Detail

Communication Skills

Multitasking

Confidentiality

Education

High School Diploma or equivalent

Tools

Help Desk Software

Legal Software Applications (e.g., Relativity, Everchron, Kiteworks)

Microsoft Outlook

Microsoft Excel

Microsoft PowerPoint

Job description

Legal Technology Application Support Specialist page is loaded

Legal Technology Application Support Specialist

Apply remote type Hybrid locations New York time type Full time posted on Posted 4 Days Ago job requisition id JR_2075

We invite you to review our current business services professionals openings to learn about the opportunities available across the firm.

About Us

Skadden, Arps, Slate, Meagher & Flom LLP has forged a reputation as one of the most prestigious law firms in the world. Relying on innovation, intellect, teamwork and tenacity, our lawyers deliver the highest quality advice and novel solutions to our clients’ legal issues. We are known for handling the most complex transactions, litigation/controversy issues, and regulatory matters, as well as for the strong partnerships we build with clients and each other. Our attorneys, who reflect a broad range of experiences and perspectives, work together seamlessly across 50-plus practices and 21 offices in the world’s major financial centers.

The Opportunity

We are seeking a Legal Technology Application Support Specialist to join our Firm. Ensures that the Legal Technology Help Desk technology services, which operates 24 hours/day, 7 days/week, operate smoothly. Manages incoming calls from users with technical issues, provides exceptional customer service, and ensures a positive user experience. Handles all Help Desk calls; open call tickets; conducts triage and problem resolution; escalates issues and follows up with Subject Matter Experts (SMEs); ensures call closure by following up with users.

• Efficiently handles and logs incoming calls from users experiencing technical difficulties.
• Communicates clearly and professionally to assess and understand user issues.
• Provides outstanding customer service to ensure a positive user experience.
• Administers user access to applications in accordance with firm and departmental protocols.
• Follows up with users to confirm issue resolution and satisfaction.
• Diagnoses and resolves a wide range of technical issues promptly.
• Guides users through effective solutions using analytical skills.
• Identifies issues requiring advanced support and escalates to Subject Matter Experts (SMEs).
• Documents and follows up on escalated issues to ensure call closure.
• Maintains accurate records of access permissions and changes.
• Conducts manual testing of applications to verify functionality and identify defects.
• Collaborates with relevant teams to address and resolve application issues.
• Assists with data loading tasks as needed to support operational requirements.
• Demonstrates effective interpersonal, written and verbal communication skills to facilitate effective work relationships with others.
• Manages Firm resources responsibly.
• Complies with and understands Firm operation, policies and procedures.
• Performs other related duties as assigned.

Qualifications

• In-depth understanding of technology environments and proficiency with software applications in a legal setting is essential.
• Familiarity with legal software applications like Relativity, Everchron, and Kiteworks.
• Proficiency with Help Desk software and familiarity with knowledge base systems.
• Knowledge of relevant firm computer software programs (e.g., Outlook, Excel, PowerPoint), with the ability to learn new software and operating systems.
• Familiarity with and comprehension of Help Desk best practices.
• Demonstrates strong & effective interpersonal and communication skills, both verbally and in writing.
• Demonstrates close attention to detail.
• Ability to prioritize tasks.
• Proficiency in multitasking and maintaining organization of all ongoing tasks.
• Ability to handle sensitive matters and maintain confidentiality.
• Ability to work well in a demanding and fast-paced environment.
• Ability to work well independently as well as effectively within a team.
• Flexibility to adjust hours and work the hours necessary to meet operating and business needs.

Education and Experience

• High School Diploma or equivalent.
• Minimum of ten years of Help Desk support work experience in a corporate law firm or professional services environment.

Culture & Life at Skadden

What makes Skadden special is our people and the culture, community and spirit of collaboration we have created. We believe in teamwork and inspiring each other to be our best in an atmosphere that promotes professionalism and excellence in all that we do. We know that inclusion and drawing on the strength of a wide spectrum of talent only make us better and is vital to the firm's success. Our goal is for everyone at the firm to enjoy a challenging career with opportunities for development and growth and to support the well-being of our attorneys and business services professionals.

Benefits

The overall well-being of our team is important to us. We offer generous benefits to help you achieve wellness in all areas of your life.

• Competitive salaries and year-end discretionary bonuses.
• Comprehensive health care (medical, dental, vision), savings plan/401(k) and voluntary benefits.
• Generous paid time off.
• Paid leave options, including parental.
• In-classroom, remote, and on-demand learning and professional development opportunities.
• Robust well-being classes and programs.
• Opportunities to give back and make an impact in local communities.

For further details, please visit: Employee Benefits

The starting base salary for this position is expected to be within the range listed under Salary Details. Actual salary will be determined based on skills, experience (to the extent relevant) and other job-related factors, consistent with applicable law.

Salary Details

$95,000 - $110,000

EEO Statement

Skadden is an Equal Opportunity Employer. It does not discriminate against applicants or employees based on any legally impermissible factor including, but not limited to, race, color, religion, creed, sex, national origin, ancestry, age, alienage or citizenship status, marital or familial status, domestic partnership status, caregiver status, sexual orientation, gender, gender identity or expression, change of sex or transgender status, genetic information, medical condition, pregnancy, childbirth or related medical conditions, sexual and reproductive health decisions, disability, any protected military or veteran status, or status as a victim of domestic or dating violence, sexual assault or offense, or stalking.

Applicants who require an accommodation during the application process should contact Winnie Feng at [phone].

Skadden Equal Employment Opportunity Policy

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