Support Services Analyst

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.  

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 optimizing the firm’s Customer Support Systems, while maintaining the firm’s Customer Experience (CX) platform to ensure optimal performance, including user, license, and alert management, connectivity and server monitoring, managing disk space, and verifying services. This role will be based in our Global Services Office, which is located in Downtown Los Angeles. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence.

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
• Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains 
  

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
• A minimum of two (2) years of experience in a CX administrator role, preferably
• Technology support-related experience, and corporate or law firm experience, preferably

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:

• Healthcare, life and disability insurance
• A generous 401k plan
• At least 11 paid holidays per year, and a PTO program that accrues 23 days during the first year of employment and grows with tenure
• Well-being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
• Professional development programs
• Employee discounts
• Affinity groups, networks, and coalitions for lawyers and staff

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), color, 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.

Latham & Watkins LLP will consider qualified applicants with criminal histories in a manner consistent with the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO)​.  Please click the link below to review the Ordinance.

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