Helpdesk Technician

The Role Helpdesk Technician - LegalTech Location: Bath (Hybrid) | Permanent | Full-Time About SOS As part of the LEAP group, we are committed to excellence and a customer-first mindset, earning the trust of legal professionals across the country. Joining our team of passionate, driven individuals offers the opportunity to grow, develop your skills, and make a meaningful impact in the legal industry. At SOS, our passion for advancing legal technology has made us a leading provider of legal software solutions. With decades of experience, we deliver innovative, reliable, and user-friendly software that enhances efficiency and ensures compliance, ultimately helping law firms streamline their operations. Our Practice Management software is widely recognised across the profession, and our customisable solutions empower firms to work in the way that best suits their needs. The Opportunity We are looking for a Support Analyst to join our high-performing Support Team. In this role, you'll deliver accounts-related support to clients, assisting with daily operations, navigating systems, and resolving issues within the SOS software. Requirements What you'll do Respond to client support requests by email, phone and chat, and follow up proactively where neededBuild a thorough understanding of the software you support and guide clients through remote troubleshootingWork towards service targets for customer satisfaction, response time, first contact resolution and average handling timeKeep accurate ticket records, including troubleshooting steps and clear instructions for reproducing issues that need escalationKeep clients informed of progress and maintain a complete history of actions in the support systemHelp clients resolve issues involving third-party applications, such as Microsoft Word and OutlookEscalate tickets to the appropriate teams and communicate clearly with clients and colleagues throughoutAttend training, complete related assessments and contribute to daily team huddlesWork with colleagues to analyse requirements for new features and functionality What You'll Bring Essential: Previous experience providing first-line technical supportStrong IT skills, including confidence with Microsoft Office applicationsClear communication skills and a commitment to excellent client serviceA calm, solutions-focused approach to problem-solving, even when priorities or information are unclearThe ability to make sound decisions under pressure and work effectively with colleagues Desirable Experience working in a legal practice. Knowledge of Liberate software Benefits What you'll get Career Development Generous professional development fund to support your growthOngoing opportunities for training, learning and career progression Health & Wellbeing Private health insurance, including dental and optical cover£80 monthly contribution towards your gym membershipAccess to our Employee Assistance ProgrammeLife insurance cover for added peace of mind Financial Benefits 8% employer pension contributionPerkBox membership, giving you access to a range of discounts and rewardsCycle to Work schemeAccess to LEAP Home, our unique programme designed to support you in purchasing your primary residence Time Off 25 days' annual leave, plus 8 bank holidaysEnhanced parental leaveOne paid volunteer day each year to support a charity of your choice Our Work Environment A friendly, supportive and ambitious cultureFree healthy breakfast, light lunch and snacksRegular team socials and opportunities to connect with colleagues More you should know Discover SOS Meet our team Discover more SOS opportunities Closing Date: Friday, 16th October 2026 We may close this vacancy early if we receive a high volume of suitable applications, so we encourage interested candidates to apply as soon as possible. You're welcome to use AI tools to support your application, but please ensure your submission reflects your own experience and voice. Every CV is reviewed by a member of our team, and if you're invited to interview we look forward to getting to know the real you.