Product Support Analyst

As a Product Support Analyst, you’ll serve as the first point of contact for users of our legal technology products, providing timely, effective technical support through phone, email, and an internal portal. You'll troubleshoot and resolve software issues, document cases in our helpdesk system, and escalate complex problems to second-line support when needed, all while maintaining a high standard of client communication and satisfaction.

In addition to support, you'll contribute to testing software updates, improving product documentation, and delivering product training or demonstrations. By identifying recurring issues and user feedback, you’ll help shape product improvements alongside our Development and Product teams. This role is ideal for someone with a passion for legal tech, strong problem-solving abilities, and a desire to grow within a collaborative support environment.

What you'll be doing

• Act as the first point of contact for users, providing technical support via phone, email, and internal support portals.
• Troubleshoot and resolve software-related issues, escalating complex cases to second-line support as needed.
• Guide clients on product usage and best practices to maximize user experience and efficiency.
• Log and manage support tickets using helpdesk or incident tracking systems, ensuring timely resolution and follow-up.
• Assist in testing and validating new software features, patches, and updates before release.
• Identify recurring issues and collaborate with Product and Development teams to drive long-term improvements.
• Contribute to user-facing documentation and internal knowledge bases with clear, helpful instructions.
• Support training sessions and product demonstrations, delivering guidance to clients and stakeholders.
• Maintain a strong focus on professionalism, empathy, and client satisfaction in every interaction.