Product Support Analyst

As a Product Support Analyst, you'll be the first point of contact for users of a legal technology product, providing technical support via phone, email, and portals. This involves troubleshooting software issues, documenting tickets, and helping shape product improvements. Strong communication and problem-solving skills are essential for a collaborative support environment.

Requirements

• 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.
• 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.

Benefits

• 22 days annual holidays
• Loyalty Share Scheme
• Healthcare Insurance
• Dental Insurance
• Additional Childcare Leave
• Day of leave to volunteer and charity
• Access to modern office spaces
• Company social events