Legal Technology Application Support Specialist

Join to apply for the Legal Technology Application Support Specialist role at Skadden, Arps, Slate, Meagher & Flom LLP and Affiliates

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Join to apply for the Legal Technology Application Support Specialist role at Skadden, Arps, Slate, Meagher & Flom LLP and Affiliates

This range is provided by Skadden, Arps, Slate, Meagher & Flom LLP and Affiliates. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$95,000.00/yr - $/yr

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. Within this position, you will be responsible for supporting the Legal Technology Help Desk, which operates 24 hours a day, 7 days a week. This position will be based in our New York office and has a hybrid in-office/remote working schedule. The hours for this full-time position are Monday 7:30 a.m.

- 6:30 p.m., Tuesday 9:30 a.m.

- 7:30 p.m., Wednesday 9:30 a.m.

- 7:30 p.m., and Thursday 7:30 a.m.

- 4:30 p.m.

• 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.
• Administers user access to applications in accordance with firm and departmental protocols.
• 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
• 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…