At a Glance
- Tasks: Help users troubleshoot issues and maximise their experience with our legal tech platform.
- Company: A growing legal tech firm with a focus on innovation and user support.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Join a dynamic team with a passion for legal tech and user satisfaction.
- Why this job: Be the go-to person for users and make a real difference in their experience.
- Qualifications: 1+ year in customer support or IT helpdesk, strong troubleshooting skills.
The predicted salary is between 35000 - 38000 £ per year.
My client, a growing legal tech firm, is looking for a Product Support Analyst to join their team. You’ll be the first point of contact for users, helping them troubleshoot issues, understand product features and get the most value from the platform.
What you’ll do:
- Respond to user queries via phone, email and support portal
- Troubleshoot software, login and access issues; escalate when needed
- Manage and track tickets through to resolution
- Support testing of new features, patches and releases
- Identify recurring issues and share insights with Product/Development
- Contribute to user guides, FAQs and internal documentation
- Assist with product training and demos
What we’re looking for:
- 1+ year in customer support, IT helpdesk or SaaS product support
- Strong troubleshooting and communication skills
- Experience with ticketing tools (Zendesk, Jira, ServiceNow etc.)
- Comfortable with access issues, password resets and basic technical checks
- Exposure to QA/UAT or working with Dev/Product teams is a bonus
- Clear written communication and documentation skills
- Interest in legal tech and workflow-driven software
- Basic SQL/API knowledge helpful but not essential
Product Support Analyst in Slough employer: Eden Recruitment Ltd
Join a dynamic legal tech firm in London that prioritises employee growth and a collaborative work culture. With a hybrid working model, you will enjoy the flexibility of working from home while being part of a supportive team that values your contributions and encourages professional development. Benefit from engaging training opportunities and a chance to make a meaningful impact in the evolving legal technology landscape.
