At a Glance
- Tasks: Provide technical support and troubleshoot issues for clients using SOS software.
- Company: Join SOS, a leading provider of innovative legal software solutions with a focus on customer satisfaction.
- Benefits: Enjoy hybrid working, competitive salary, private health insurance, and 25 days holiday plus bank holidays.
- Other info: Work in a dynamic team with opportunities for growth and learning.
- Why this job: Make a meaningful impact in the legal sector while developing your skills in a supportive environment.
- Qualifications: Strong IT skills, problem-solving abilities, and some experience in a support role are preferred.
The predicted salary is between 28000 - 42000 £ per year.
Helpdesk Technician - LegalTech
The Role
Helpdesk Technician - LegalTech
Location:
Bath (Hybrid) | Permanent | Full-Time
About SOS
As part of the LEAP group, we are committed to excellence and a customer-first mindset, earning the trust of legal professionals across the country. Joining our team of passionate, driven individuals offers the opportunity to grow, develop your skills, and make a meaningful impact in the legal industry.
At SOS, our passion for advancing legal technology has made us a leading provider of legal software solutions. With decades of experience, we deliver innovative, reliable, and user-friendly software that enhances efficiency and ensures compliance, ultimately helping law firms streamline their operations. Our Practice Management software is widely recognised across the profession, and our customisable solutions empower firms to work in the way that best suits their needs.
The Opportunity
We are looking for a Support Analyst to join our high-performing Support Team. In this role, you'll deliver accounts-related support to clients, assisting with daily operations, navigating systems, and resolving issues within the SOS software.
Requirements
What you'll do
- Respond to client support requests by email, phone and chat, and follow up proactively where needed
- Build a thorough understanding of the software you support and guide clients through remote troubleshooting
- Work towards service targets for customer satisfaction, response time, first contact resolution and average handling time
- Keep accurate ticket records, including troubleshooting steps and clear instructions for reproducing issues that need escalation
- Keep clients informed of progress and maintain a complete history of actions in the support system
- Help clients resolve issues involving third-party applications, such as Microsoft Word and Outlook
- Escalate tickets to the appropriate teams and communicate clearly with clients and colleagues throughout
- Attend training, complete related assessments and contribute to daily team huddles
- Work with colleagues to analyse requirements for new features and functionality
What You'll Bring
Essential
- Previous experience providing first-line technical support
- Strong IT skills, including confidence with Microsoft Office applications
- Clear communication skills and a commitment to excellent client service
- A calm, solutions-focused approach to problem-solving, even when priorities or information are unclear
- The ability to make sound decisions under pressure and work effectively with colleagues
Desirable
- Experience working in a legal practice.
- Knowledge of Liberate software
Benefits
What you'll get
Career Development
- Generous professional development fund to support your growth
- Ongoing opportunities for training, learning and career progression
Health & Wellbeing
- Private health insurance, including dental and optical cover
- £80 monthly contribution towards your gym membership
- Access to our Employee Assistance Programme
- Life insurance cover for added peace of mind
Financial Benefits
- 8% employer pension contribution
- PerkBox membership, giving you access to a range of discounts and rewards
- Cycle to Work scheme
- Access to LEAP Home, our unique programme designed to support you in purchasing your primary residence
Time Off
- 25 days' annual leave, plus 8 bank holidays
- Enhanced parental leave
- One paid volunteer day each year to support a charity of your choice
Our Work Environment
- A friendly, supportive and ambitious culture
- Free healthy breakfast, light lunch and snacks
- Regular team socials and opportunities to connect with colleagues
More you should know
Discover SOS
Meet our team
Discover more SOS opportunities
Closing Date
Friday, 16th October 2026
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Helpdesk Technician in Bath employer: LEAP Legal Software
LEAP Legal Software is an excellent employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of Battersea, London. With a strong commitment to employee growth, we provide extensive training support and a generous benefits package, including private health insurance and ample annual leave, ensuring our team members thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Technician in Bath
✨Tip Number 1
Familiarise yourself with SOS software and its features. Understanding the product inside out will not only help you during the interview but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your problem-solving skills. Since the role involves troubleshooting, practice common technical issues and how to resolve them efficiently to showcase your capabilities.
✨Tip Number 3
Prepare to discuss your experience in a support environment. Think of specific examples where you've successfully resolved client issues or improved processes, as this will highlight your relevant experience.
✨Tip Number 4
Work on your communication skills. Being able to convey technical information clearly to clients is crucial, so consider practicing how you would explain complex concepts in simple terms.
We think you need these skills to ace Helpdesk Technician in Bath
Some tips for your application 🫡
Understand the Role:Read the job description carefully to understand the responsibilities and requirements of the Helpdesk Technician position. Tailor your application to highlight relevant skills and experiences that align with what SOS is looking for.
Highlight Relevant Experience:In your CV and cover letter, emphasise any previous experience in a support environment or technical roles. Mention specific examples where you successfully resolved client issues or provided exceptional service.
Showcase Your IT Skills:Make sure to detail your IT skills, particularly with MS Office products and any experience with programming or SQL basics. This will demonstrate your technical proficiency, which is crucial for the role.
Craft a Compelling Cover Letter:Write a cover letter that not only outlines your qualifications but also conveys your passion for helping clients and resolving issues. Use clear and concise language to communicate your enthusiasm for the position and the company.
How to prepare for a job interview at LEAP Legal Software
✨Know the Software Inside Out
Familiarise yourself with SOS software and its features. Understanding how it works will help you answer technical questions confidently and demonstrate your ability to provide effective support.
✨Showcase Your Problem-Solving Skills
Prepare examples of past experiences where you've successfully resolved issues, especially in a support environment. This will highlight your capability to troubleshoot and think clearly under pressure.
✨Communicate Clearly and Effectively
Practice articulating your thoughts clearly. As a Helpdesk Technician, you'll need to communicate effectively with clients and team members, so showcasing your communication skills during the interview is crucial.
✨Demonstrate Your Customer Service Commitment
Be ready to discuss how you prioritise customer satisfaction. Share instances where you've gone above and beyond to help clients, as this aligns with the company's dedication to exceptional service.
