Support Analyst

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

What we're looking for in you

• A calm and collected attitude in a high-pressure environment.
• Professional, friendly telephone manner.
• 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.