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- Tasks: Provide expert product support and guidance to our Institutions clients while resolving technical issues.
- Company: Join Opus 2, a global leader in legal software and services with a vibrant culture.
- Benefits: Enjoy flexible working, health insurance, generous holidays, and a contributory pension plan.
- Why this job: Make a real impact by enhancing client experiences and shaping the future of our products.
- Qualifications: Technical support experience and strong communication skills are essential.
- Other info: Dynamic work environment with opportunities for professional growth and community engagement.
The predicted salary is between 36000 - 60000 £ per year.
As a Product Support Specialist - Institutions, you will act as the primary product expert and relationship manager for our Institutions client base. As a product escalation role, you will provide advanced product guidance, ensure SLAs are met across all support interactions for institutions, and become a trusted advisor to client-side support teams. This role bridges client enablement and internal accountability. You’ll facilitate the delivery of tailored product training, manage ongoing client engagement through site visits and calls, and provide strategic feedback to Product Management. With deep knowledge of the Institutions solution, you’ll ensure our clients receive exceptional, proactive support while helping to shape the future of the product based on real-world use.
What you’ll be doing:
- Provide first and second-line technical support and product guidance via phone, email, and internal support portals to users of our legal technology solutions.
- Investigate and resolve escalated software issues, collaborating with QA, DevOps, and Engineering teams to ensure timely and effective fixes.
- Assist in developing automation tools and scripts (e.g., Python, Bash) to streamline support tasks and improve data integrity.
- Work directly with clients to understand their workflows and deliver tailored technical solutions that enhance product adoption and efficiency.
- Document and elevate bugs, feature requests, and client feedback with clear, actionable reporting to the appropriate internal teams.
- Support testing and validation of new product features, patches, and releases prior to deployment.
- Mentor and support junior team members by sharing knowledge, best practices, and technical expertise.
- Promote best practices and drive client engagement through proactive outreach, training, and solution optimization.
- Maintain accurate records of support interactions in the helpdesk or incident tracking system, ensuring thorough follow-up and resolution.
- Create and maintain user-friendly support materials including how-to guides, FAQs, and internal documentation.
- Identify recurring issues and collaborate with Product and Development teams to drive long-term improvements.
- Assist in delivering product training sessions and client demonstrations as needed.
- Ensure a high standard of professionalism and customer satisfaction in all support engagements.
What we’re looking for in you:
- Provide first and second-line technical support and product guidance via phone, email, and internal support portals to users of our legal technology solutions.
- Investigate and resolve escalated software issues, collaborating with QA, DevOps, and Engineering teams to ensure timely and effective fixes.
- Assist in developing automation tools and scripts (e.g., Python, Bash) to streamline support tasks and improve data integrity.
- Work directly with clients to understand their workflows and deliver tailored technical solutions that enhance product adoption and efficiency.
- Document and elevate bugs, feature requests, and client feedback with clear, actionable reporting to the appropriate internal teams.
- Support testing and validation of new product features, patches, and releases prior to deployment.
- Mentor and support junior team members by sharing knowledge, best practices, and technical expertise.
- Promote best practices and drive client engagement through proactive outreach, training, and solution optimization.
- Maintain accurate records of support interactions in the helpdesk or incident tracking system, ensuring thorough follow-up and resolution.
- Create and maintain user-friendly support materials including how-to guides, FAQs, and internal documentation.
- Identify recurring issues and collaborate with Product and Development teams to drive long-term improvements.
- Assist in delivering product training sessions and client demonstrations as needed.
- Ensure a high standard of professionalism and customer satisfaction in all support engagements.
This role is advertised for London / Edinburgh - We will accept candidates local to each of these locations.
Working for Opus 2:
- Contributory pension plan.
- 26 days annual holidays, flexible working, and length of service entitlement.
- Health Insurance.
- Loyalty Share Scheme.
- Enhanced Maternity and Paternity.
- Employee Assistance Programme.
- Electric Vehicle Salary Sacrifice.
- Cycle to Work Scheme.
- Calm and Mindfulness sessions.
- A day of leave to volunteer for charity or dependent cover.
- Accessible and modern office space and regular company social events.
Product Support Specialist – Institutions employer: Opus 2 International
Contact Detail:
Opus 2 International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist – Institutions
✨Tip Number 1
Get to know the company inside out! Research Opus 2, their products, and their culture. This way, when you get that interview, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 3
Practice your technical skills! Since this role involves providing product guidance and support, brush up on your knowledge of legal technology solutions and any relevant scripting languages like Python or Bash.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at Opus 2.
We think you need these skills to ace Product Support Specialist – Institutions
Some tips for your application 🫡
Show Your Product Knowledge: Make sure to highlight your understanding of our legal technology solutions in your application. We want to see that you can be the product expert we need, so share any relevant experience or insights you've gained in previous roles.
Tailor Your Application: Don’t just send a generic application! We love it when candidates take the time to tailor their CV and cover letter to the role. Mention specific responsibilities from the job description and how your skills align with them.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points where necessary to make your achievements stand out!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Opus 2 International
✨Know Your Product Inside Out
As a Product Support Specialist, you'll need to be the go-to expert on the product. Make sure you thoroughly understand the legal technology solutions offered by the company. Familiarise yourself with common issues, features, and workflows so you can confidently discuss how you would support clients.
✨Showcase Your Problem-Solving Skills
During the interview, be prepared to discuss specific examples of how you've resolved technical issues in the past. Highlight your experience collaborating with teams like QA and Engineering to find effective solutions. This will demonstrate your ability to handle escalated software issues and your proactive approach to client support.
✨Prepare for Technical Questions
Expect questions related to automation tools and scripting languages like Python and Bash. Brush up on your technical knowledge and be ready to explain how you've used these skills to streamline support tasks or improve data integrity in previous roles.
✨Emphasise Client Engagement Experience
This role is all about building relationships with clients. Share your experiences in delivering tailored training sessions or conducting site visits. Discuss how you've gathered feedback and used it to enhance product adoption, showing that you can be a trusted advisor to client-side support teams.