Support Analyst

3 days ago

Bath, Bath and North East Somerset, United Kingdom VacantC Legal Recruitment Full time £28,000 - £31,000 per year

£28,000 - £31,000 p/a DOE

Our clients dedication to excellence and a customer-focused approach has made them a trusted partner for legal professionals nationwide. Working alongside their team of passionate and driven individuals provides you with the opportunity to grow, develop, and make a meaningful impact in the legal sector.

They provide practice management software solutions to over 400 firms and 17000 users across the UK. A combination of their software, their people, and their clients has led to the development of software that enables them to help firms do business better. Their experience ensures software development, projects and training are performed with confidence, but it's always their people who make it happen.

THE ROLE

They are seeking a Support Analyst to join their successful Support team. As a Support Analyst, you will provide application support to clients, including day-to-day operation, system navigation, and troubleshooting of issues within the software (must have experience of legal accounting and/or accounting).

Working Pattern & Location

9:00 17:30 Monday to Friday. Hybrid working pattern, 3 days office and 2 days home working.

Location: Bath or Leeds (Hybrid)

WHAT YOU WILL BE DOING

  • Action inbound and outbound technical support requests through email, telephone and chat.
  • Develop and maintain an in-depth knowledge of the software.
  • Conduct remote troubleshooting sessions with clients.
  • Meet operational KPI's 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 the 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.

REQUIRED

  • Strong IT skills, including MS Office products.
  • Strong background in accounting.
  • Some experience in a support environment or similar is helpful.
  • Strong problem solving capabilities.
  • Some exposure to programming and SQL basics is advantageous.
  • Some experience with Windows Server infrastructure is 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 experience in Legal Accounting or Accounting.

Benefits

£28,000 - £31,000 p/a DOE

  • 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.

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