Support Analyst

About SOS
As part of the LEAP group, our dedication to excellence and customer-focused approach has made us a trusted partner for legal professionals nationwide. Working alongside our team of passionate and driven individuals provides you with the opportunity to grow, develop, and make a meaningful impact in the legal sector.

At SOS our passion for advancing legal technology has made us a leading provider of legal software solutions. With decades of experience, we deliver innovative, reliable, and user-friendly software that enhances efficiency and ensures compliance - ultimately helping law firms streamline their operations. Our Practice Management software is widely recognised across the profession, and our customisable solutions empower firms to work in the way that best suits their needs.

The role
We are seeking a
Support Analyst
to join our successful Support team. As a
Support Analyst,
you will provide application support to our clients, including day-to-day operation, system navigation, and troubleshooting of issues within SOS software.

Working Pattern & Location
09:00 - 17:30 Monday to Friday, Bath office.

Hybrid working pattern, 3 days office, and 2 days homeworking.

REPORTS TO
Support Supervisor.

Requirements
What you'll do

• Action inbound and outbound technical support requests through email, telephone and chat
• Develop and maintain an in-depth knowledge of SOS software
• Conduct remote troubleshooting sessions with clients
• Meet operational KPIs including Customer Satisfaction, Response Time (RT), First Contact Resolution (FCR) & Average Handling Time (AHT)
• Record detailed information for calls requiring further escalation, including step-by-step reproduction of the issue
• Ensure that clients are kept up to date with the progress of their call(s) and maintain a full call history of actions taken in our in-house support system
• Deal with client queries on 3rd party integration issues (e.g. with Microsoft Word/Outlook)
• Attend all Learning & Development training sessions and complete related assessments
• Communicate promptly, clearly, effectively and accurately with clients and internal teams
• Escalation of tickets to other departments where applicable
• Take part in daily 'huddles' to establish priorities and roadblocks
• Collaborate with other key personnel to provide Business Analysis around new features/functions

What You'll Bring

• Strong IT skills including MS Office products
• Some experience of a support environment or similar helpful
• Strong problem solving capabilities
• Some exposure to programming and SQL basics is advantageous
• Some experience of Windows Server infrastructure advantageous
• Enjoy helping and resolving issues with clients
• A confident communicator - able to communicate effectively with clients and team members
• Dedicated and committed to providing an exceptional service
• Ability to think clearly under pressure
• Ability to deal with ambiguity
• Must have legal accoutning or accounting experience

Benefits
What you'll get
On top of a competitive salary, we also offer an excellent benefits package:

• SOS pays 8% of your qualifying salary into your pension
• Private health insurance, including optical and dental
• Life insurance cover
• Employee Assistance Program
• PerkBox membership
• 25 days holiday (plus 8 bank holidays)
• Free light lunch and snacks

We reserve the right to close this vacancy early if we receive a high volume of suitable applications. We encourage interested candidates to apply as soon as possible
It's fine to use AI to help with your application — just keep it genuine and make sure it reflects you.

A real person will read your CV and chat with you if you're invited to interview — we want to get to know the real you, not just ChatGPT

More you should know
Discover SOS

Meet our team

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