Application Support Analyst

Opus 2; Leicester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading LegalTech firm in Leicester is seeking a dedicated customer support representative to enhance client satisfaction and resolve issues. The ideal candidate will manage support requests, communicate effectively with barristers' clerks, and maintain meticulous records. This role requires excellent problem-solving skills, a professional telephone manner, and a calm attitude in high-pressure situations. Benefits include a contributory pension plan, private healthcare, and flexible working arrangements.

Benefits

Contributory pension plan

26 days annual holidays

Private healthcare

Loyalty Share Scheme

Enhanced Maternity and Paternity

Employee Assistance Programme

Season ticket loan

Cycle to Work Scheme

Electric Vehicle Scheme

Mindfulness sessions

Day of leave for charity volunteering

Qualifications

• Ability to maintain a calm demeanor in high-pressure situations.
• Excellent communication skills to effectively assist customers.
• Detail-oriented with strong problem-solving capabilities.

Responsibilities

• First point of contact for barristers' clerks via email or phone.
• Log all support requests and provide issue numbers to callers.
• Manage and resolve issues, ensuring compliance with SLAs.
• Maintain meticulous records and logs of support activities.

Skills

Calm and collected attitude

Professional telephone manner

Investigative and problem-solving skills

Customer relationship skills

Written and oral communication skills

Numeracy

Common sense

Knowledge of Windows and Office 365

PC hardware setup knowledge

Ability to learn quickly

Tools

Fresh Desk

SQL

Azure

Job description

Overview

As a member of our first-class support team you will be based in our Leicestershire offices and be the first point of contact when barristers' clerks email or telephone our helpdesk, continually striving to deliver an outstanding customer experience.

What You'll Be Doing

• Answering the telephone in a professional and courteous manner within 2 rings
• Logging details of each and every telephone support request in Fresh Desk and providing an issue number to callers
• You will take ownership of and proactively manage issues from inception through resolution, communicating progress with our client at every step of the way, ensuring that at the very least you comply with the SLA and invariably exceed any expectation it sets
• Maintain detailed logs within Fresh Desk about resolutions you have applied to issues raised
• Communicate internally to ensure that members of your team are appraised as to any issues that may warrant their appreciation when dealing with other customers
• Maintain / enhance the company's reputation by providing exceptional service in every regard
• Continually improving your knowledge and understanding of the LEX Chambers Management application
• Continually improving your knowledge and understanding of MS software products including MS SQL and Power BI

Requirements

• A calm and collected attitude in a high-pressure environment
• Professional, friendly telephone manner
• Excellent investigative and problem-solving skills
• Ability to foster customer relationships
• Outstanding written and oral communication skills
• Exceptional numeracy
• Proven and demonstrable common sense
• A working knowledge of Windows and Office 365
• An appreciation of PC hardware setup and configuration
• The ability to learn quickly
• Any experience of Fresh Desk / SQL / Azure is desirable

Benefits

Opus 2 is a global leader in the LegalTech space, creating solutions to drive digital transformation in the legal industry. We are the trusted partner of the world's leading legal teams, with our Opus 2 LEX product installed at over 80% of Chambers in England and Wales, in the entire of Scotland and at several APAC law firms.

Our achievements are underpinned by our unique culture and our people are our biggest asset. Working at Opus 2, you'll receive:

• Contributory pension plan
• 26 days annual holidays, flexible working, and length of service entitlement
• Private healthcare
• Loyalty Share Scheme
• Enhanced Maternity and Paternity
• Employee Assistance Programme
• Season ticket loan
• Cycle to Work Scheme
• Electric Vehicle Scheme
• Calm and Mindfulness sessions
• A day of leave to volunteer for charity and an active CSR team raising money towards a company charity