At a Glance
- Tasks: Provide technical support for legal tech products and troubleshoot software issues.
- Company: Award-winning legal tech firm transforming how lawyers work.
- Benefits: £38,000 salary, 26 days holiday, flexible working, and wellness programmes.
- Other info: Hybrid role with opportunities for professional growth and collaboration.
- Why this job: Join a dynamic team and make a real impact in the legal tech space.
- Qualifications: 1+ years in customer support with strong troubleshooting skills.
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.
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.
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:
- 26 days annual holidays, flexible working, and length of service entitlement.
- Enhanced Maternity and Paternity.
- Employee Assistance Programme.
- Electric Vehicle Salary Sacrifice.
- 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 employee growth, we offer extensive benefits including 26 days of annual leave, flexible working arrangements, and opportunities for professional development within a supportive team environment. Join us to be part of a transformative journey in the legal industry, where your contributions directly impact the efficiency and effectiveness of legal teams worldwide.
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
Prepare for those interviews! Research the company and its products thoroughly. Knowing their solutions inside out will help you stand out as a candidate who’s genuinely interested.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled technical issues in the past. This will demonstrate your fit for the Product Support Analyst role.
✨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 take that extra step!
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 role of Product Support Analyst. 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, as this will resonate with us.
Communicate Clearly:Since you'll be helping users who may not be tech-savvy, it's crucial to demonstrate your ability to explain complex concepts simply. Use clear language in your application to show us that you can communicate effectively with clients.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at CommuniTech Recruitment Group
✨Know the Product Inside Out
Before your interview, make sure you familiarise yourself with the legal tech products offered by the company. Understand their features, benefits, and common issues users might face. This will not only help you answer questions confidently but also 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 had to diagnose a problem or guide a user through a solution. Being able to articulate your thought process will demonstrate your strong problem-solving abilities.
✨Practice Clear Communication
As a Product Support Analyst, you'll need to explain technical concepts to non-technical users. Practice explaining complex ideas in simple terms. You could even do a mock interview with a friend to refine your communication skills and ensure you're conveying information clearly.
✨Emphasise Your Team Spirit
This role involves collaboration with various teams, so be ready to discuss how you've worked effectively in a team environment before. Share examples of how you've contributed to group projects or supported colleagues, highlighting your willingness to learn from others and share knowledge.
