Application Support Analyst – Client-Focused & SLA-Driven

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

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.