Product Support Analyst

• Act as the first point of contact for users, providing technical support via phone, email, and internal support portals
• Troubleshoot and resolve software-related issues, escalating complex cases to second-line support as needed
• Guide clients on product usage and best practices to maximize user experience and efficiency
• Log and manage support tickets using helpdesk or incident tracking systems, ensuring timely resolution and follow-up
• Assist in testing and validating new software features, patches, and updates before release
• Identify recurring issues and collaborate with Product and Development teams to drive long-term improvements
• Contribute to user-facing documentation and internal knowledge bases with clear, helpful instructions
• Support training sessions and product demonstrations, delivering guidance to clients and stakeholders
• Maintain a strong focus on professionalism, empathy, and client satisfaction in every interaction

• 1+ years of experience in customer support, IT helpdesk, or product support roles (preferably in SaaS or legal tech environments)
• Strong troubleshooting skills with the ability to diagnose and resolve software, login, and system-related issues
• Experience managing tickets through triage, SOP-driven resolution, and incident documentation
• Familiarity with help desk tools and ticketing systems (e.g., Zendesk, Jira, ServiceNow)
• Ability to handle password resets, user login issues, and local server requests (e.g., Magnum: Syncs, Restarts)
• Comfortable testing and validating new product releases alongside QA and development teams
• Skilled in creating and maintaining support documentation, including FAQs, how-to guides, and internal playbooks
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users
• Strong multitasking and time management skills, with the ability to prioritize low- and medium-level tickets efficiently
• Demonstrated interest in legal technology and workflow-driven software solutions
• Willingness to shadow senior team members and document technical resolutions to build product expertise

Basic understanding of SQL, APIs, or scripting languages (e.g., Python, Bash) is a plus

• 22 days annual holidays, flexible working, and length of service entitlement
• Loyalty Share Scheme
• Healthcare Insurance
• Dental Insurance
• Additional Childcare Leave
• A day of leave to volunteer for charity and an active CSR team raising money towards a company charity
• Accessible and modern office spaces
• Company social events