At a Glance
- Tasks: Provide top-notch support for users and troubleshoot software issues.
- Company: Join a dynamic legal tech firm in London with a collaborative vibe.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Exciting chance to learn and grow in a fast-paced tech environment.
- Why this job: Be the go-to person for users and help shape innovative legal tech solutions.
- Qualifications: 1+ year in customer support or IT helpdesk, strong troubleshooting skills.
The predicted salary is between 35000 - 38000 € per year.
This is an excellent opportunity to join a growing legal tech firm as a Product Support Analyst, acting as the first point of contact for users and ensuring they get the most out of the company’s software products. You’ll handle incoming queries, troubleshoot technical issues, and provide clear, confident guidance across phone, email and internal support channels. Alongside day‑to‑day support, you’ll play an active role in testing new product features, improving documentation, and feeding insights back to Product and Development teams. If you enjoy problem‑solving, communicating with users, and working in a collaborative tech environment, this role offers strong development and exposure.
Key Responsibilities
- User Support & Troubleshooting
- Serve as the first line of support for users, responding via phone, email and internal portals.
- Diagnose and resolve software issues, escalating more complex cases to second‑line support.
- Provide guidance on product functionality, best practice and workflow optimisation.
- Log, track and manage support tickets to ensure timely resolution and follow‑up.
- Product & Technical Contribution
- Assist with testing new features, patches and updates before release.
- Identify recurring issues and share insights with Product and Development teams.
- Contribute to user guides, FAQs and internal knowledge base content.
- Support product training sessions and demonstrations for clients and internal teams.
- Client Experience
- Maintain a high standard of communication, professionalism and empathy in every interaction.
- Help ensure users receive a smooth, positive experience across all touchpoints.
What We’re Looking For
- 1+ year in customer support, IT helpdesk or product support (SaaS or tech environment ideal).
- Strong troubleshooting skills with the ability to resolve software and login‑related issues.
- Experience using helpdesk/ticketing tools (e.g., Zendesk, Jira, ServiceNow).
- Comfortable handling password resets, user access issues and basic server‑related requests.
- Exposure to software testing or working alongside QA/Dev teams is beneficial.
- Ability to create clear, user‑friendly documentation.
- Basic understanding of SQL, APIs or scripting (Python/Bash) is a bonus, not essential.
- Excellent written and verbal communication skills.
- Strong multitasking and time‑management abilities.
- Genuine interest in legal technology and workflow‑driven software.
- Willingness to learn from senior team members and build deep product knowledge.
Product Support Analyst in London employer: Eden Recruitment Ltd
Join a dynamic legal tech firm in London as a Product Support Analyst, where you will be part of a collaborative and innovative work culture that values employee growth and development. With a hybrid working model, competitive salary, and opportunities to engage directly with product teams, this role offers a unique chance to enhance your skills while contributing to meaningful user experiences. The company fosters a supportive environment that encourages problem-solving and continuous learning, making it an excellent employer for those passionate about technology and client support.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Analyst in London
✨Tip Number 1
Network like a pro! Reach out to people in the legal tech industry on LinkedIn or at local meetups. We all know that sometimes it’s not just what you know, but who you know that can help you land that Product Support Analyst role.
✨Tip Number 2
Prepare for those interviews by practising common support scenarios. Think about how you’d troubleshoot a software issue or explain product features to a user. We want you to shine and show off your problem-solving skills!
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. We love seeing candidates who are genuinely interested in joining our team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always on the lookout for passionate individuals ready to dive into the world of legal tech.
We think you need these skills to ace Product Support Analyst in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Product Support Analyst. Highlight your customer support experience, especially in tech environments, and showcase any troubleshooting skills you have. We want to see how your background aligns with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about legal tech and how your skills can help us improve user experiences. Keep it friendly and professional, just like we do at StudySmarter.
Show Off Your Communication Skills:Since this role involves a lot of user interaction, make sure your written application reflects your excellent communication skills. Be clear, concise, and confident in your writing. We love candidates who can express themselves well!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Eden Recruitment Ltd
✨Know the Product Inside Out
Before your interview, make sure you familiarise yourself with the company's software products. Understand their features, common issues users face, and how to troubleshoot them. This will not only impress your interviewers but also help you answer questions more confidently.
✨Showcase Your Communication Skills
As a Product Support Analyst, communication is key. Prepare examples of how you've effectively communicated with users in the past, whether through phone, email, or chat. Highlight your ability to explain technical concepts in simple terms, as this will be crucial in your role.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've successfully resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will show your potential employer that you can think critically and act decisively under pressure.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use for support, or how they gather user feedback for product improvements. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
