Support Analyst

  • Location

    London, England

  • Sector:


  • Job type:


  • Salary:

    Up to £30000.00 per annum

  • Contact:

    Bronya Leavesley

  • Contact email:

  • Job ref:


  • Published:

    10 months ago

  • Expiry date:


  • Client:


Support Analyst - Canary Wharf

An exciting opportunity has arisen for a Technical Support Analyst to join a blue-chip company that specialises in market leading software for legal, tax & accounting, media and government sectors. In this role as a Support Analyst you will be provide customer support for a document assembly solution which is widely used in large law firms, FTSE corporates and academics.

As a Support Analyst within this business you will provide customer support on how to use the product, troubleshoot issues and answer questions around the automation of content within the system.

This role is predominantly office based during core hours to support - Monday to Friday 9.30 - 17.30 however there will be an additional on call responsibility to respond to customer queries over the weekend that can be carried out remotely. This support will be on a rota basis with an expected 1 out of 3 weekends on call (subject to availability and change due to growing demand for weekend support)

Major responsibilities

  • Support customers with automation and system troubleshooting queries through our ticketing and knowledge base systems.
  • Become a product expert capable of assisting customers on a broad range of requirements.
  • Support informational requests in the pre-sales process.
  • Provide testing for system upgrades.
  • Submit and track requests to other areas of the business where support is required internally.
  • Provide out of hours support on rota weekends
  • Provide customer training on system administration.
  • Support internal stakeholders such as Sales and Marketing teams.

Mandatory Skills & Experience

  • Good understanding of modern office technologies, especially Microsoft Word
  • The ability to handle many assignments in a fast-paced organization.
  • Service and business orientation.
  • Working at a very detailed level on standalone projects and in reporting to clients
  • Capable of learning, understanding, and communicating higher level technical information Maintain a positive service attitude with the ability to understand and empathize with customer concerns.

Desirable Skills and Experience

  • Experience with Document Assembly solutions
  • Experience working in a legal department or a law firm in the records area.
  • Other European languages not essential but a benefit
  • Ability to work with virtual teams to successfully deliver projects or resolutions to escalations
  • Good knowledge of internal systems, processes and technical policies.
  • Fully competent in troubleshooting Microsoft Office application integration technology

Education/ Certifications

  • 2:1 degree in either a technology or legal area


  • 25 days holiday
  • Pension, Private Healthcare & Dental
  • Season loan tickets
  • Structured career development opportunities

If you are a Technical Support Analyst and are looking to develop your career within one of the largest software providers. Please contact Bronya Leavesley on or apply below!