Product Support Specialist

2 days ago

Farnborough, United Kingdom Insight Legal Software Full time

**SCOPE AND GENERAL PURPOSE**:
The Product Support Specialist is a pivotal role within the Professional Services department, providing support on all our product ranges to our new and existing clients by assisting them with issues or queries they may have.

The Product Support Specialist will be customer facing and as such, will need to consistently demonstrate the Insight Legal Values of being an _**Expert **_on our products, being _**Passionate**_ about the services & products we offer and being _**Supportive**_ of our customer needs.

Ensuring throughout that excellent levels of customer service and customer rapport are maintained, to contribute towards our customer retention targets. This helps to ensure that Insight Legal Software Ltd is at the forefront of its market in being able to best serve our existing clients.

**KEY TASKS AND DUTIES, ACTIONS AND RESPONSIBILITIES**
- Support the Insight Legal Software Product **(70% of role)**:

- Provide help and assistance to customers on the telephone in a prompt and courteous manner
- To promote a helpful and professional image to the customer giving full co-operation to any customer requiring attention
- To attend to customer queries and enquiries in a caring and helpful manner and with a commitment to dealing with the issue in a positive way
- To anticipate customer needs whenever possible to enhance the quality of service offered by the Company and to ensure customer loyalty is maintained
- Create and maintain internal and external training guides. Contribute to customer webinars **(20% of role)**:

- Provide onsite or remote training on the Insight Legal Software product **(10% of role)**:

- To comply with all statutory legislation, and identify and report all and any hazards
- To carry out any other reasonable task as deemed necessary by Management

**QUALIFICATIONS & TRAINING**:
**ESSENTIAL**
- A-C Grades in GCSE for Maths & English (or equivalent)

**DESIRABLE**
- ILFM qualifications
- SOLAS qualifications
- Part AAT qualified
- Finance related degree
- _____________________________________________

**EXPERIENCE**:
**ESSENTIAL**
- Accounting experience
- Experience of being stakeholder facing, offering excellent service

*Experience of working in a customer service role

**DESIRABLE**
- Legal Accounts experience
- Helpdesk experience
- Understanding of legal practices and case management software
- _____________________________________________

**SKILLS & KNOWLEDGE**:
**ESSENTIAL**
- Accounting Software Knowledge
- Strong IT Literacy (inc. Microsoft Office)
- Very strong written and verbal communication skills
- Very strong interpersonal
- Customer Confident
- Ability to prioritise

**DESIRABLE**
- Knowledge of the SRA (Solicitors’ Regulation Authority) Accounts Rules
- Extensive accounts knowledge
- _____________________________________________

**PERSONAL ATTRIBUTES**:
**ESSENTIAL**
- Strong Numeracy
- Demonstrates initiative
- Intuitive
- Good cognition
- Methodical
- Enthusiastic towards their work
- Ability to take the initiative
- Keen eye for ‘attention to detail’
- Can do will do attitude
- Patient
- Professional
- Calm
- Logical
- Rational
- Customer focused
- Career orientated
- Committed to continuous professional development
- Looking for a real challenge
- _____________________________________________

**SPECIAL REQUIREMENTS**:
**ESSENTIAL**
- Driving licence and own transport

**Job Types**: Full-time, Permanent

**Salary**: £23,000.00-£30,000.00 per year

**Benefits**:

- Company events
- Company pension
- On-site parking

Schedule:

- Monday to Friday

Application question(s):

- Do you have any legal accounts knowledge?
- Do you have any legal software experience?

**Education**:

- A-Level or equivalent (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: One location

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