Product Support Specialist

Role: Product Support Specialist

Salary: £60k – £65k

Benefits: Pension, Income Protection, Life Insurance, Private Medical Insurance & lots more!

Location: Bishopsgate, East London (Hybrid – 2 days on-site, 3 WFH)

An exciting new opportunity for a technically minded, confident, enthusiastic individual working for an international global Law Firm – the applications you will be supporting are custom legal applications including Vanilla as well as other internal custom web-based applications and commercial legal technology products such as, Litera Transact, ChangePro, etc.

Due to increasing work demands, this role has now become available and will be expected to provide a full service across range of technical responsibility.

Required:

• “White glove” level of IT Support – 1^st / 2^nd / 3^rd Line Technical Support.
• Web-based Application Support experience – supporting, troubleshooting, and resolving.
• Experience and/or Education in Software Development (web-based) – so you understand how to test and validate new functionality before it goes live.
• Created / Curated Technical Support documentation for self-help centres.
• Project Management – experience managing Software Development projects.

Responsibilities:

• Technical Support – supporting products, troubleshooting, and resolving issues at 1^st / 2^nd / 3^rd
• Technical Project Management – create and maintain project planning documentation, including business end-user requirements, user and administrative workflows, key performance indicators and quality assurance procedures.
• Track and manage internal and third-party application development or systems infrastructure change requests, including the related budgeting process.
• Interact with outside developers, clients and their teams of attorneys and legal support staff, IS and KM team members to help them with their questions regarding use of the platform.
• Assist in onboarding and provide ongoing support with other team members to solve users’ issues effectively and efficiently.
• Understand user pain points, clearly communicate their concerns internally and help influence product decisions that will create a better user experience.
• Help develop and implement a customer success plan to better serve our users at scale which might include knowledge, training, marketing, and customer success tactics.
• Assist with coordination of training, support, documentation, and resource material in support of processes and systems.

Desirable:

• Experience working in a legal services environment with preference to experience in AMLAW 200 law firm or in-house legal department with greater than 50 attorneys
• Familiarity with collaboration/ticketing tools such as Azure DevOps, Microsoft Teams, and Salesforce ServiceCloud (or similar)
• Familiarity with project management processes, especially those related to application development
• Awareness of the capabilities of web technologies generally – HTML, CSS, and Python.

Search Terms: Practice Innovation, Product Support, 1^st Line Support, 2^nd Line Support, 3^rd Line Support, Web-based Applications, Software Development, Project Management, Troubleshooting, Application Support, Microsoft Office, AMLAW 200, HTML, CSS, Python, Azure DevOps, Microsoft Teams, ServiceCloud, Salesforce, Legal Services.