Product Support Analyst (Legal Software)

  • Location

    London, England

  • Sector:


  • Job type:


  • Salary:

    £45000 - £50000 per annum

  • Contact:

    Luke Passmore

  • Contact email:

  • Job ref:


  • Published:

    5 months ago

  • Expiry date:


  • Start date:


(Legal Software,SQL, MS Systems, Product Support,CRM,Application Support) The role is to provide live support to clients based in the EMEA region using a variety of legal products

Core Responsibilities

  • Communicate and recommend complex business process, procedures and diverse information to resolve customer issues. Gather complete customer information, research internal knowledge base and documentation for known solutions, isolate causes and take restorative actions while minimizing disruption to the customer's business operation and document steps taken.
  • Field escalated problems and crisis customer issues providing communication to the customer and management staff
  • Respond to and communicate timely and effectively with customers providing professional, courteous and knowledgeable service.
  • Coach, mentor and provide technical training to other analysts in the department to drive knowledge transfer. Participate in team and cross functional meetings to contribute suggestions and solutions to increase effectiveness. Develop and maintain subject matter expertise including specialty tools and utilities to troubleshoot and repair technical issues.

Skills and Experience Required:

  • Experience in technical/applications support or related customer service experience in a software environment
  • Technical knowledge of MS-Windows, MS SQL Server and fundamental concepts of SQL databases; with good
  • Transact-SQL skills
  • Exceptional customer service skills with expertise in troubleshooting and solving complex problems
  • Excellent organizational, time management, written and verbal communication skills
  • Legal Software or worked in a Law firm (desirable)

This organisation is an equal opportunity employer and value diversity at our company. The client does not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Apply online or for more information please contact:

Luke Passmore - 0117 9309703