United States onlyAbout BigHand
BigHand offers technology solutions for busy legal professionals that provide data and insights to increase value and profits. Through our expert knowledge and innovative technology, we enable our customers to achieve enhanced efficiency, better decision-making and harness their competitive edge.
We build with tomorrow in mind, transforming ideas into action and empowering our customers to succeed in a world of constant change. We make big happen for our customers.
In Lebanon, we partner with Digitus Consultants who enable us secure top talent across Lebanon. Joining the BigHand team via Digitus will mean joining a values-driven business, we have these at the centre of everything we do. Our BigHanders are dedicated to building a culture where We Win Together, We Love to Learn, We Do the Right Thing, We Own It and We Find the Fun.
About the role
As a Customer Operations & Support Analyst, you’ll be the first point of contact for customers using BigHand products. You’ll handle support enquiries, requests and incidents raised through our support channels, making sure clients feel heard, supported and confident using our solutions.
You’ll triage and troubleshoot technical and configuration issues, collaborate with internal experts, and keep customers up to date from first contact through to resolution.
This role works UK business hours (08:00–18:00 GMT). Dutch language skills are desirable but not essential.
What you’ll do
Provide first-line support for incidents and requests, following documented case management processes
Triage customer issues, diagnose problems and resolve them using playbooks and knowledge articles
Perform remote investigations focused on restoring / enabling product functionality
Own the end-to-end case lifecycle, working with Product Specialists, Development and Account Management toward a suitable resolution
Ensure your cases are managed in line with SLAs, keeping customers regularly informed
Use dashboards to monitor case progress and ensure processes are followed
Troubleshoot product integrations, working with client IT teams and BigHand SMEs to document and address challenges
Create and update documentation, including knowledgebase articles, known issues, defect records, resolutions and support content
What we’re looking for
Detail-oriented and organised, with strong documentation and record-keeping skills
Good working knowledge of Microsoft Office (Word, PowerPoint, Excel)
Good working knowledge of Microsoft Windows OS (10/11)
Comfortable with technology and interested in how different systems connect
Able to diagnose and troubleshoot issues in a structured, methodical way
Quick to learn new products and concepts
Able to manage your workload independently and take ownership of your tasks
Clear communicator who can explain technical issues to non-technical users
Positive attitude, strong listening and questioning skills, open and helpful style
Able to work effectively both independently and as part of a team
Able to prioritise and stay calm in a fast-paced, high-pressure environment
Dutch language skills are a plus, but not required
What we offer (via Digitus)
15 days holiday per year + 3 extra BigHand days off between Christmas & New Year every year
Various wellbeing benefits including medical insurance, wellbeing leave, online wellbeing programs & webinars, access to online therapy and Employee Resource Groups (ERG)
Company-wide Wellness day, for our teams all across the globe to switch off and spend the day doing something to nourish their mental health
Opportunities to give back with company volunteer events and individual volunteer days
Family benefits including enhanced maternity leave, paternity leave and marriage leave
Career growth opportunities and study leave options
Remote-working arrangement
Growing business with a global presence, growing Lebanon team and a brand new Beirut office (for those who would prefer hybrid-working)!
OurDEI Commitment
We welcome the unique value and individuality that you can bring to BigHand. We are an equal opportunity employer and are dedicated to recruiting solely based on capability and potential regardless of race, gender, sexual orientation, gender identity or expression, age, educational background, national origin, religion, military status or physical ability. Our BigHanders are dedicated to advancing our culture of belonging by embracing differing viewpoints, opinions, thoughts, and ideas.
United Kingdom