Software Support Specialist

Salary: £32,000 - 40,000 per year

Requirements

• We require at least 2-3 years of experience in a client-facing software support, application support, SaaS support, technical support, help desk, implementation support or similar role.
• We require practical SQL experience, ideally using Microsoft SQL Server and SQL Server Management Studio.
• We require strong written and verbal client communication skills.
• We require the ability to write, read and adapt SQL queries to investigate support issues, validate data and identify possible causes.
• We require strong organisation and follow-through, including the ability to log, manage and update support tickets clearly.
• We require the ability to translate technical information into clear, client-friendly language.
• We require confidence working with databases, data structures and business software.
• We require the ability to prioritise support requests and manage changing demands calmly and professionally.
• We require curiosity and a willingness to learn how iCompli works in detail, including relevant configuration, logs and support tools.
• Experience supporting B2B software, SaaS platforms or business applications is desirable.
• Experience working with professional services, legal, compliance or regulated-sector clients is desirable.
• Familiarity with application logs, configuration, APIs or web application troubleshooting is desirable.
• Awareness of ASP.NET, C#, JavaScript or similar web technologies is desirable.
• Experience assisting with implementation or onboarding projects is desirable.

Responsibilities

• We 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.
• We log, manage and update support tickets so clients and internal teams understand the current position, next steps and ownership.
• We ask clear questions to understand client issues, requirements and priorities, then triage requests appropriately.
• We use SQL to investigate client queries, validate data, identify possible causes and support issue diagnosis.
• We review relevant logs, configuration and system behaviour to help diagnose support issues and document findings clearly.
• We coordinate with technical colleagues to investigate and resolve software issues, escalating urgent, sensitive or complex matters appropriately.
• We explain known issues, workarounds, next steps and resolutions in plain English, then follow up to confirm outcomes and close queries properly.
• We support new client implementations by assisting with communication, task tracking, data checks, testing and handover activities.
• We help prepare client-facing support notes, knowledge base articles and simple guidance materials.
• We identify recurring client questions, data issues or system patterns and highlight product, training or process improvements to the wider team.

Technologies

• ASP.NET
• C#
• Support
• JavaScript
• SQL
• Web

More

We are LegalRM, a specialist software company that helps law firms and professional services organisations improve how they manage information, records, risk and compliance through our core product, iCompli. We are a small, experienced and supportive team with clients including leading law firms in the UK and internationally. This is a full-time role based in Orpington, Southeast London, with hybrid and remote applicants considered. We offer flexible UK-based working patterns covering UK, East Coast US and West Coast US client hours, a smart casual dress code, and benefits including additional leave, company pension, flexitime, transport links and work from home.

last updated 32 week of 2026