The Technical Support Analyst will be responsible for providing support for a broad range of legal information management technology solutions.

Accountabilities & Responsibilities

• Provide post-sales phone and email support to clients
  Troubleshoot, analyze, and resolve/escalate issues promptly
• Leverage knowledge and insights into the client's requirements to assist internal teams to better serve the customer's needs
• Develop a strong working knowledge of the software solutions and surrounding processes and identify opportunities to improve or automate repetitive tasks
• Provide “on-call” support on a rotating basis
• Collaborate with the research and development department to highlight client needs and challenges throughout the software life cycle
• Provide various other tasks as assigned

Qualifications & Experience

• Postsecondary education in IT, Computer Science or other relative fields
• >4 years of experience directly resolving technical issues via e-mail, telephone or in-person
• Comprehensive understanding of Windows Operating System environments
• Strong understanding of SQL Server administration or scripting
• Strong general understanding of computer systems, mobile devices and other technologies
• Functional understanding of change and release management
• Experience with remote desktop applications and help desk software (eg. Zendesk)
• Experience with providing step-by-step technical help, both written and verbal
• Additional certifications in Microsoft technologies such as Windows, Azure, etc. and iManage are a plus

Personal Traits

• Logical analyst with strong attention to detail and technical skills
• Enthusiastic and independent contributor with great time management capabilities
• Excellent verbal and written communicator with effective interpersonal skills
• Dedicated advocate who is client focused
• Innovative problem solver who works well under pressure
• Passionate technical learner keen to experiment with new methods and technologies