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For Companies At a Glance
- Tasks: Provide top-notch technical support for award-winning legal software and troubleshoot user issues.
- Company: Join a global leader in legal technology with a focus on innovation.
- Benefits: Gain valuable experience, competitive pay, and opportunities for professional growth.
- Other info: Dynamic work environment with opportunities to learn about cutting-edge technology.
- Why this job: Be the go-to person for users and make a real difference in their experience.
- Qualifications: 1 year of customer support experience and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for a Product Support Analyst to join a global leader in legal technology. You will serve as the first point of contact for users, providing essential technical support for award-winning software solutions used in legal proceedings worldwide.
The Role
- Act as the primary contact for users via phone, email, and internal portals.
- Troubleshoot and resolve software issues, escalating complex cases to second-line support when necessary.
- Log and manage tickets using systems such as Zendesk, Jira, or ServiceNow.
- Assist with testing and validating new software features and updates before they are released.
- Contribute to user documentation, including FAQs and internal playbooks.
- Support product demonstrations and training sessions for clients and stakeholders.
Requirements
- At least 1 year of experience in customer support, IT helpdesk, or product support.
- Proficiency in diagnosing software, login, and system-related issues.
- Familiarity with help desk tools and ticket triage.
- Ability to handle password resets and local server requests.
- Strong communication skills with the ability to explain technical concepts to non-technical users.
- A basic understanding of SQL, APIs, or scripting languages (Python/Bash) is beneficial.
Technical Support Engineer in Edinburgh employer: Explore Group
Contact Detail:
Explore Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to folks in the legal tech industry on LinkedIn or at events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your troubleshooting skills! Set up mock scenarios where you diagnose and resolve software issues. This will not only boost your confidence but also prepare you for those tricky interview questions.
✨Tip Number 3
Show off your communication skills! During interviews, explain technical concepts in simple terms. This will demonstrate your ability to connect with non-technical users, which is key for a Product Support Analyst.
✨Tip Number 4
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 are proactive about their job search!
We think you need these skills to ace Technical Support Engineer in Edinburgh
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and technical troubleshooting. We want to see how your skills match up with what we’re looking for, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re excited about the role and how your background makes you a perfect fit. We love seeing genuine enthusiasm for our products and services.
Show Off Your Communication Skills: Since you'll be explaining technical concepts to non-technical users, make sure your application reflects your ability to communicate clearly. We appreciate straightforward language that gets to the point without jargon.
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’s super easy to do!
How to prepare for a job interview at Explore Group
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around software troubleshooting and help desk tools like Zendesk or Jira. Be ready to discuss specific issues you've resolved in the past and how you approached them.
✨Practice Your Communication Skills
Since you'll be explaining technical concepts to non-technical users, practice simplifying complex ideas. You could role-play with a friend or family member to ensure you can convey information clearly and effectively.
✨Familiarise Yourself with the Company’s Products
Take some time to explore the company’s software solutions. Understanding their features and common issues will not only help you answer questions but also show your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Think of examples from your previous experience where you successfully handled a support ticket or resolved a user issue, and be ready to share those stories.