At a Glance
- Tasks: Support users with software queries and troubleshoot technical issues.
- Company: Join a growing legal tech firm in London with a hybrid work model.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on learning and development.
- 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 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 technical skills while making a meaningful impact on user experience. 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
✨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 questions related to user support and troubleshooting. We recommend doing mock interviews with friends or using online platforms to get comfortable talking about your experience and skills.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you’ve tackled technical issues in the past. We want to see your thought process and how you can bring that to our team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Product Support Analyst
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, and don’t forget to mention your interest in learning and growing with us.
Showcase Your Communication Skills:As a Product Support Analyst, clear communication is key. In your application, demonstrate your ability to convey complex information simply. Whether it’s through your CV or cover letter, let us see your writing style and how you engage with users.
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, you’ll get to explore more about our company culture and values while you’re at it!
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 show your genuine interest in the role but also help you answer questions 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 the 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 help the interviewers see your analytical skills and how you approach troubleshooting.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s products, team dynamics, and future developments. This shows that you're not just interested in the job, but also in how you can contribute to the team's success and the company's growth.
