Product Support Analyst - any of our East Anglian Offices
The Business Solutions Team
The Business Solutions Team focus on the management, development, maintenance, training and introduction of systems that meet the complex needs of the business in conjunction with various 3rd party suppliers. The Business Solutions Team lead on, and contribute to, various operational and strategic projects being undertaken by the business.
The Product Team
As part of the Business Solutions Team the Product Team are responsible for the alignment between legal service requirements and technology platforms. They work from a human‑centred design perspective making sure that business tools are intuitive and user-friendly. They work with the firms management to help drive the firm’s strategy. The Product Team, drive continuous improvement across workflows, processes and systems, with a strong focus on training and change management so new tools are effectively adopted across the firm.
The Role
Key responsibilities:
Advanced Support Solutions
- Manage and resolve complex product-related support tickets escalated beyond the Helpdesk provide rand Technical Teams.
- Investigate root causes and collaborate with rest of Product Team for permanent fixes.
Template Creation & Maintenance
- Work with System Developers to maintain, and continuously improve case management system and Legal Provider templates
- Ensure templates remain accurate, up-to-date, and aligned with best practices.
Project Support
- Assist the Head of Product in delivering strategic firmwide projects
Cross Team Collaboration
- Work closely with Technical Team, Support Suppliers and the rest of the business to ensure seamless issue resolution and knowledge sharing
Knowledge, skills and experience required
The following are essential to this role:
- You will be required to travel across of our offices in East Anglia so a driving license and access to own car for business use is essential
- Have a Logical troubleshooting approach to your work
- Can diagnose root causes, not just symptoms
- Experience in Researching issues effectively
- Highly self-motivated and proactive
- A client facing and professional approach to their work
- Excellent relationship building and interpersonal skills
- Have a good understanding of business processes
- Excellent written and oral communication skills with technical and non-technical users
- Excellent IT skills
- Excellent understanding of a service environment with a strong customer service orientation
- Ability to effectively prioritise and execute tasks in a high-pressure environment
- Able to work alone or within a team
- Possess high attention to detail
- Experience working in a team-oriented, collaborative environment
- Hands-on to problem-solving and participating in complex implementation, system upgrades and operational troubleshooting
Desirable skills:
- Experience of working in the Legal sector
- Level 3 Diploma in Information Technology or equivalent
- ITIL Foundation
Ashtons Legal is an equal opportunities employer and we welcome applications from all communities and backgrounds.
