Helpdesk Product Support Specialist

Job Title: Helpdesk Product Support Specialist

Location: Hybrid, with office located in Edinburgh, EH3 8EG (or fully remote considered)

Salary: Salary commensurate with experience up to 25k per year

Job Type: Full-time, Permanent. Hybrid preferred but fully remote considered.

The Role:

Established in 1998, LawWare is one of Scotland's leading providers of Cashroom & Case Management Software for law firms. We are Hiring - Helpdesk Product Support Specialist. This is a rare opportunity to join our experienced team, reporting to our Client Success Manager.

We are looking for a proactive and technically skilled Product Support Specialist to join our busy Helpdesk. This is not a call centre role, but you will spend a significant amount of time on the phone handling inbound and outbound client calls as part of a highly dynamic and demanding environment.

The role involves supporting our clients with our specialist software, providing excellent service while answering client's product questions and resolving technical issues quickly and effectively. You'll need strong diagnostic skills, the ability to learn fast, and an investigative mindset to work through complex problems.

This is primarily a home working role so you must be comfortable working independently and managing your own workload. Our preference is for someone who is able to work hybrid and attend our office in Edinburgh at times however we are willing to consider fully remote for the right candidate.

Main Responsibilities:

• Deliver first-class customer support through our Helpdesk, ensuring all issues are logged, tracked, and resolved in line with SLAs.
• Handle inbound and outbound calls with professionalism and efficiency.
• Diagnose, troubleshoot and resolve software and technical issues, including:
• Software installation and repair, Microsoft 365 administration (front-end & back-end)
• Escalate complex issues where necessary and work collaboratively to ensure timely resolution.
• Maintain and contribute to the Helpdesk Knowledge Base.
• Test solutions thoroughly to ensure complete resolution for the client.
• Occasionally assist with Cashroom-related features in our product (training provided; prior experience advantageous but not essential).

Skills Required:

• Experience in a busy helpdesk or technical support environment (software support experience preferred).
• Strong communication skills, with a confident and professional telephone manner.
• Ability to work well under pressure, multi-task, and make decisions independently.
• Windows OS & Microsoft 365 applications and administration
• Strong problem-solving skills, quick learner, and investigative mindset.
• Ability to work effectively in a remote or hybrid environment with minimal supervision.
• Previous experience supporting bespoke or niche software is an advantage.

Essential Requirements

• You are a UK citizen or eligible to work in the UK permanently.
• A dedicated home office setup that meets DSE compliance standards.
• You can demonstrate relevant experience in technical support or helpdesk roles.

Why Join Us?

• Fully remote position, or hybrid from our Edinburgh office.
• Work with a close-knit, specialist team for a niche software provider.
• Opportunity to develop your technical skills and gain exposure to complex troubleshooting scenarios.
• Be part of a company where your input truly matters.
• Remuneration commensurate with experience.

Main Benefits:

• Company pension
• Work from home

Candidates with the relevant experience or job titles of: Technical Support Specialist, IT Support Specialist, Service Desk Analyst, Help Desk Technician, Desktop Support Specialist, Application Support Specialist, Information Technology Specialist, also be considered for this role.