At a Glance
- Tasks: Provide top-notch technical support for legal tech products and troubleshoot software issues.
- Company: Join an award-winning legal tech firm transforming how lawyers work.
- Benefits: Enjoy a competitive salary, health insurance, flexible working, and generous holiday allowance.
- Other info: Hybrid work model with a vibrant office culture and opportunities for professional development.
- Why this job: Make a real impact in the legal tech space while growing your skills in a collaborative environment.
- Qualifications: 1+ years in customer support or IT helpdesk, strong troubleshooting skills, and a passion for legal tech.
The predicted salary is between 38000 - 38000 € per year.
My client is a legal tech firm that has award-winning solutions trusted by the most successful law firms and used in thousands of legal proceedings around the world. Transforming how lawyers work on matters, my client eliminates inefficiencies and connects legal teams with the collaborative software they need to work smarter and more effectively together. The team also delivers the essential technology and expertise needed to conduct dispute resolution proceedings in the most modern, seamless, and secure way possible.
Job overview
As a Product Support Analyst, you’ll serve as the first point of contact for users of my clients legal technology products, providing timely, effective technical support through phone, email, and an internal portal. You’ll troubleshoot and resolve software issues, document cases in our helpdesk system, and escalate complex problems to second-line support when needed—all while maintaining a high standard of client communication and satisfaction.
In addition to support, you’ll contribute to testing software updates, improving product documentation, and delivering product training or demonstrations. By identifying recurring issues and user feedback, you’ll help shape product improvements alongside our Development and Product teams. This role is ideal for someone with a passion for legal tech, strong problem-solving abilities, and a desire to grow within a collaborative support environment.
What you’ll be doing
- Act as the first point of contact for users, providing technical support via phone, email, and internal support portals.
- Troubleshoot and resolve software-related issues, escalating complex cases to second-line support as needed.
- Guide clients on product usage and best practices to maximize user experience and efficiency.
- Log and manage support tickets using helpdesk or incident tracking systems, ensuring timely resolution and follow-up.
- Assist in testing and validating new software features, patches, and updates before release.
- Identify recurring issues and collaborate with Product and Development teams to drive long-term improvements.
- Contribute to user-facing documentation and internal knowledge bases with clear, helpful instructions.
- Support training sessions and product demonstrations, delivering guidance to clients and stakeholders.
- Maintain a strong focus on professionalism, empathy, and client satisfaction in every interaction.
What my client is looking for in you
- 1+ years of experience in customer support, IT helpdesk, or product support roles (preferably in SaaS or legal tech environments).
- Strong troubleshooting skills with the ability to diagnose and resolve software, login, and system-related issues.
- Experience managing tickets through triage, SOP-driven resolution, and incident documentation.
- Familiarity with help desk tools and ticketing systems (e.g., Zendesk, Jira, ServiceNow).
- Ability to handle password resets, user login issues, and local server requests (e.g., Magnum: Syncs, Restarts).
- Comfortable testing and validating new product releases alongside QA and development teams.
- Skilled in creating and maintaining support documentation, including FAQs, how-to guides, and internal playbooks.
- Basic understanding of SQL, APIs, or scripting languages (e.g., Python, Bash) is a plus.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Strong multitasking and time management skills, with the ability to prioritize low- and medium-level tickets efficiently.
- Demonstrated interest in legal technology and workflow-driven software solutions.
- Willingness to shadow senior team members and document technical resolutions to build product expertise.
Benefits
- Contributory pension plan.
- 26 days annual holidays, flexible working, and length of service entitlement.
- Health Insurance.
- Loyalty Share Scheme.
- Enhanced Maternity and Paternity.
- Employee Assistance Programme.
- Electric Vehicle Salary Sacrifice.
- Cycle to Work Scheme.
- Calm and Mindfulness sessions.
- A day of leave to volunteer for charity or dependent cover.
- Accessible and modern office space and regular company social events.
If you are interested, please send your CV for immediate consideration.
Product Support Analyst. £38,000 + Benefits. Central London. Hybrid 3 Days a week in office. employer: CommuniTech Recruitment Group
As a leading legal tech firm based in Central London, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to thrive. With a strong focus on professional development, we offer numerous growth opportunities, including training sessions and involvement in product improvements, all while enjoying a hybrid work model that promotes work-life balance. Our comprehensive benefits package, including health insurance, generous holiday entitlement, and unique perks like a day off for charity work, makes us an exceptional employer for those passionate about transforming the legal industry.
Contact Detail:
CommuniTech Recruitment Group Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Analyst. £38,000 + Benefits. Central London. Hybrid 3 Days a week in office.
✨Tip Number 1
Network like a pro! Reach out to people in the legal tech industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Practice your pitch! Be ready to explain why you’re the perfect fit for the Product Support Analyst role. Highlight your troubleshooting skills and passion for legal tech in a casual conversation.
✨Tip Number 3
Show off your problem-solving skills during interviews. Bring examples of how you’ve tackled technical issues before, especially in customer support roles. It’ll make you stand out!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Product Support Analyst. £38,000 + Benefits. Central London. Hybrid 3 Days a week in office.
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Product Support Analyst role. Highlight your experience in customer support and any relevant skills, especially those related to legal tech or SaaS environments. We want to see how you can bring value to our team!
Show Off Your Troubleshooting Skills:In your application, give examples of how you've tackled technical issues in the past. We love problem solvers! Share specific instances where you resolved software problems or improved user experiences.
Keep It Professional Yet Friendly:When writing your cover letter or any communication, maintain a professional tone but don’t be afraid to let your personality shine through. We’re looking for someone who can connect with clients while providing top-notch support.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team!
How to prepare for a job interview at CommuniTech Recruitment Group
✨Know the Product Inside Out
Before your interview, make sure you understand the legal tech products you'll be supporting. Familiarise yourself with their features, common issues, and how they improve efficiency for users. This knowledge will help you answer questions confidently and show your genuine interest in the role.
✨Showcase Your Troubleshooting Skills
Prepare to discuss specific examples of how you've resolved technical issues in the past. Think about times when you diagnosed a problem, escalated it appropriately, or improved a process. This will demonstrate your problem-solving abilities and your readiness to tackle challenges in the new role.
✨Communicate Clearly and Effectively
As a Product Support Analyst, you'll need to explain technical concepts to non-technical users. Practice articulating complex ideas in simple terms. During the interview, focus on clear communication and active listening to show that you can maintain professionalism and empathy in client interactions.
✨Be Ready to Discuss Collaboration
This role involves working closely with development and product teams. Be prepared to talk about your experience collaborating with others, whether it's through testing software updates or contributing to documentation. Highlight your teamwork skills and willingness to learn from senior members to show you're a great fit for their collaborative environment.
