Software Support Specialist at LegalRM Limited
Salary/Rate: £32-40k/annum - full time (or pro rata thereof)
(Adjusted to match the experience of the successful candidate)
Employment Type: Full time Monday-Friday with flexible UK-based working patterns covering UK, East Coast US and West Coast US client hours
Location: Orpington, Southeast London (hybrid and remote applicants considered)
(Our office has a smart casual dress code - suits are not a requirement.)
The Company:
LegalRM is a specialist software company working with law firms and professional services organisations to improve how they manage information, records, risk and compliance. Our core product, iCompli, helps clients manage information governance, compliance and records management obligations through practical software and expert support.
We are a small, experienced and supportive team with clients including leading law firms in the UK and internationally. We are looking for someone who can help us strengthen our client communication, support responsiveness and SQL-led issue investigation.
This is a fantastic opportunity for someone who enjoys helping clients, understanding software issues, using data to investigate problems, and making sure clients feel informed and looked after.
Education/Experience:
At least 2-3 years' experience in a client-facing software support, application support, SaaS support, technical support, help desk, implementation support or similar role.
Practical SQL experience is critical, ideally using Microsoft SQL Server and SQL Server Management Studio, together with strong written and verbal client communication skills.
Summary:
We are looking for candidates who combine strong client communication with practical technical investigation. You do not need to be a software developer, but you must be comfortable working with databases, writing and interpreting SQL queries, documenting findings and explaining technical information clearly.
Successful candidates will be a positive fit for our existing team. You will meet us as part of the interview process, and we encourage you to be open about your experience, strengths, personality and interests.
The Role:
We are looking for a Software Support Specialist to join our Support Team, with a strong focus on client communication and SQL-based issue investigation.
You will be a key point of contact for iCompli clients, helping them raise issues, understand progress, follow agreed next steps and get the best from the system. You will also use SQL, support tools, logs and internal knowledge to investigate issues, validate data, identify patterns and provide clear information to colleagues when escalation is needed. Alongside day-to-day support, you will assist with client delivery and implementation tasks where your communication, organisation, product knowledge and SQL ability can help clients adopt iCompli successfully.
Core Duties and Responsibilities:
Act as a friendly, professional and reliable point of contact for iCompli client support queries, keeping clients informed by email, phone and remote support sessions.
- Support Ticket Management
Log, manage and update support tickets so clients and internal teams understand the current position, next steps and ownership.
Ask clear questions to understand client issues, requirements and priorities, then triage requests appropriately.
Use SQL to investigate client queries, validate data, identify possible causes and support issue diagnosis.
Review relevant logs, configuration and system behaviour to help diagnose support issues and document findings clearly.
Coordinate with technical colleagues to investigate and resolve software issues, escalating urgent, sensitive or complex matters appropriately.
Explain known issues, workarounds, next steps and resolutions in plain English, then follow up to confirm outcomes and close queries properly.
Support new client implementations by assisting with communication, task tracking, data checks, testing and handover activities.
Help prepare client-facing support notes, knowledge base articles and simple guidance materials.
Identify recurring client questions, data issues or system patterns and highlight product, training or process improvements to the wider team.
Required Skills:
- Excellent written and verbal communication skills, with confidence speaking with clients by phone, email and remote support sessions.
- Practical SQL experience, ideally using Microsoft SQL Server and SQL Server Management Studio.
- Ability to write, read and adapt SQL queries to investigate support issues, validate data and identify possible causes.
- Strong organisation and follow-through, including the ability to log, manage and update support tickets clearly.
- Ability to translate technical information into clear, client-friendly language.
- Confidence working with databases, data structures and business software.
- Ability to prioritise support requests and manage changing demands calmly and professionally.
- Curiosity and willingness to learn how iCompli works in detail, including relevant configuration, logs and support tools.
Desirable But Not Essential:
- Experience supporting B2B software, SaaS platforms or business applications.
- Experience working with professional services, legal, compliance or regulated-sector clients.
- Familiarity with application logs, configuration, APIs or web application troubleshooting.
- Awareness of ASP.NET, C#, JavaScript or similar web technologies; experience assisting with implementation or onboarding projects is also helpful.
Further duties and responsibilities depending on the candidate.
Job Type: Full-time
Pay: £32,000.00-£40,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company pension
- Flexitime
- Transport links
- Work from home
Work Location: Hybrid remote in Orpington BR6
