Job Title: Technical Support Analyst

Location: UK
Job Type: Full-time
Department: Client Experience
Reports To: Head of Client Experience

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About Us:
Syncly is a leading provider of legal integration and governance solutions to law firms, legal departments, and technology vendors. Our innovative integration platform enables users to streamline the real-time flow of documents and data across a growing technology stack, while always maintaining high levels of data security and integrity.  

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Job Overview:
We are looking for a highly motivated and technically skilled Technical Support Analyst to join our Client Experience team. This role will focus on providing top-tier technical support for our B2B software solutions, ensuring our clients, who consist of law firms, legal departments and technology partners (vendors), receive expert guidance on data integration, governance, and related technical challenges.

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Key Responsibilities:

• Provide first-line technical support to users of the Syncly platform experience, addressing inquiries, issues, and requests promptly and professionally.

• Provide second-line support to our technology partners (vendors) who are leveraging our Syncly Embed experience.

• Troubleshoot and resolve software-related issues, including integrations, data workflows, and system configurations.

• Communicate complex technical concepts in a clear and concise manner to non-technical clients.

• Assist clients in understanding and optimizing the use of our software products to achieve their business objectives.

• Perform root cause analysis and provide detailed reports for recurring issues or system failures.

• Collaborate with internal teams (e.g., engineering, product, and sales) to resolve complex client issues and identify opportunities for product improvements.

• Create and maintain knowledge base articles, FAQs, and other self-service resources to empower clients to solve common problems independently.

• Assist with software installation, configuration, and upgrade processes as needed.

• Monitor and respond to client support tickets through the ticketing system, ensuring timely and effective resolution.

• Participate in training sessions and workshops to stay updated on new product features and advancements.

• Contribute to ongoing improvements in support processes and client satisfaction.

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Qualifications:

• Educational background in Information Technology, Software Engineering, or related other fields, or equivalent practical experience.

• Previous experience in a technical support role, preferably in a B2B software environment (legal tech is a plus).

• Strong understanding of integration concepts, data governance, and cloud-based software solutions.

• Proficiency in troubleshooting software issues and technical problem-solving.

• Excellent communication skills, both written and verbal, with the ability to explain technical issues to non-technical stakeholders.

• Experience working with ticketing systems (e.g., Zendesk, Freshdesk, JIRA) and customer relationship management (CRM) tools.

• Ability to work independently, prioritize tasks, and manage multiple support cases simultaneously.

• Strong attention to detail and commitment to providing high-quality client support.

• Ability to work in a fast-paced environment and adapt to changing customer needs.

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Preferred Skills:

• Just be a good human!

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Why Join Us:

• Be part of a growing, innovative company that provides cutting-edge data integration and governance solutions to the legal technology landscape

• Work from home

• Competitive salary and benefits package.

• Access to ongoing training and industry certifications.

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How to Apply:
Please submit your resume and a cover letter detailing your experience and why you're a great fit for this role to luke.paul@syncly.io

Syncly is an equal opportunity employer and values diversity in its workforce. We encourage applicants from all backgrounds to apply.

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