Product Support Analyst
Job in
Greater London, London, Greater London, W1B, England, UK
Listed on 2026-06-23
Listing for:
Eden Recruitment Ltd
Full Time
position Listed on 2026-06-23
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, IT Business Analyst
Job Description & How to Apply Below
Product Support Analyst – Legal Tech | London | £35–38k | Hybrid (3 days office)
My client, a growing legal tech firm, is looking for a Product Support Analyst to join their team. You’ll be the first point of contact for users, helping them troubleshoot issues, understand product features and get the most value from the platform.
What you’ll do- Respond to user queries via phone, email and the support portal
- Troubleshoot software, login and access issues; escalated when needed
- Manage and track tickets through to resolution
- Support testing of new features, patches and releases
- Identify recurring issues and share insights with Product/Development teams
- Contribute to user guides, FAQs and internal documentation
- Assist with product training and demos
- 1+ year in customer support, IT helpdesk or SaaS product support
- Strong troubleshooting and communication skills
- Experience with ticketing tools (Zendesk, Jira, Service Now, etc.)
- Comfortable with access issues, password resets and basic technical checks
- Exposure to QA/UAT or working with Dev/Product teams is a bonus
- Clear written communication and documentation skills
- Interest in legal tech and workflow‑driven software
- Basic SQL/API knowledge helpful but not essential
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