At a Glance
- Tasks: Manage major client relationships and ensure timely software delivery in a dynamic legal tech environment.
- Company: Join a premier legal tech firm focused on innovation and client success.
- Benefits: Competitive salary, travel opportunities, and a chance to work with international clients.
- Other info: Exciting opportunity for growth and collaboration in a global team.
- Why this job: Be the face of service for key projects and make a real impact in legal tech.
- Qualifications: Experience in software delivery or Level 2 support, with strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
We are seeking a high-level Product Support Specialist to join a premier legal tech firm. This is a deadline-driven environment focused on software delivery and high-stakes client management. This role is designed for a client-facing professional who thrives in a Level 2 support function.
The Role
- This is a high-visibility position where 80% of your time is dedicated to managing major client relationships.
- While you will operate within a Level 2 ticket-based function, the focus is more on being the face of the service for key international legal tech projects rather than deep technical hands-on work.
Client Engagement: Act as the primary point of contact, ensuring software delivery meets urgent deadlines.
Operational Excellence: Manage weekly releases and engage across all business units to ensure seamless delivery.
Process Improvement: Utilise scripting and automation to minimise manual tasks and optimise the support workflow.
Global Collaboration: Support a business that is 80% US based while maintaining standard UK working hours.
Key Requirements
- Communication: Outgoing personality with the ability to engage stakeholders across the entire business.
- Experience: Proven background in software delivery or L2 ticket-based support.
- Technical Interest: Strong interest in scripting and automation to drive efficiency.
- Legal Tech: Experience in legal tech or working with legal clients is a significant advantage.
- Travel: Willingness to travel to Paris as required for client needs.
Technical Support Engineer in London employer: Explore Group
Explore Group is an exceptional employer that fosters a collaborative and innovative work culture, perfect for those passionate about advancing mining technology. With a focus on employee growth, we offer opportunities for professional development and the chance to lead impactful projects in a dynamic environment. Located in a vibrant area, our team enjoys a supportive atmosphere that values creativity and mission-driven work.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Explore Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Explore Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Engineer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Explore Group:Your cover letter is your chance to shine! Tell us why you want to work at Explore Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Explore Group!
How to prepare for a job interview at Explore Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
