Product Support Specialist

Product Support Specialist providing first and second-line technical support and product guidance via phone, email, and internal support portals to users of legal technology solutions.

Requirements

• Provide first and second-line technical support and product guidance via phone, email, and internal support portals to users of legal technology solutions.
• Investigate and resolve escalated software issues, collaborating with QA, DevOps, and Engineering teams to ensure timely and effective fixes.
• Assist in developing automation tools and scripts (e.g., Python, Bash) to streamline support tasks and improve data integrity.
• Work directly with clients to understand their workflows and deliver tailored technical solutions that enhance product adoption and efficiency.
• Document and escalate bugs, feature requests, and client feedback with clear, actionable reporting to the appropriate internal teams.
• Support testing and validation of new product features, patches, and releases prior to deployment.
• Mentor and support junior team members by sharing knowledge, best practices, and technical expertise.
• Promote best practices and drive client engagement through proactive outreach, training, and solution optimization.
• Maintain accurate records of support interactions in the helpdesk or incident tracking system, ensuring thorough follow-up and resolution.
• Create and maintain user-friendly support materials including how-to guides, FAQs, and internal documentation.
• Identify recurring issues and collaborate with Product and Development teams to drive long-term improvements.
• Assist in delivering product training sessions and client demonstrations as needed.
• Ensure a high standard of professionalism and customer satisfaction in all support engagements.

Benefits

• Contributory pension plan
• 26 days annual holidays, flexible working, and length of service entitlement
• Health Insurance
• Loyalty Share Scheme
• Enhanced Maternity and Paternity
• Employee Assistance Programme
• Electric Vehicle Salary Sacrifice
• Cycle to Work Scheme
• Calm and Mindfulness sessions
• A day of leave to volunteer for charity or dependent cover
• Accessible and modern office space and regular company social events