Product Support Specialist - Institutions will act as the primary product expert and relationship manager for Institutions client base, providing advanced product guidance, ensuring SLAs are met, and becoming a trusted advisor to client-side support teams.
Requirements
- Provide first and second-line technical support and product guidance via phone, email, and internal support portals to users of our 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
