At a Glance
- 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.
- Other info: Dynamic work environment with opportunities for mentorship and career growth.
- Why this job: Make a real impact by enhancing client experiences and shaping the future of our products.
- Qualifications: Technical support experience and strong problem-solving skills are essential.
The predicted salary is between 35000 - 45000 € 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 escalate 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.
Requirements:
- This role is advertised for London / Edinburgh - We will accept candidates local to each of these locations.
Benefits:
- 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 in Edinburgh employer: Opus 2
At Opus 2, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values our employees as our greatest asset. As a Product Support Specialist - Institutions, you will benefit from a supportive environment that fosters professional growth through mentorship and tailored training opportunities, all while enjoying a comprehensive benefits package including flexible working arrangements and wellness initiatives. Our commitment to employee satisfaction and community engagement makes Opus 2 a truly rewarding place to build your career in the heart of London or Edinburgh.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Specialist - Institutions in Edinburgh
✨Tip Number 1
Get to know the company inside out! Research Opus 2, their products, and their culture. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your communication skills! As a Product Support Specialist, you'll be talking to clients all the time. Try role-playing common scenarios with a friend to get comfortable with explaining technical stuff in simple terms.
✨Tip Number 3
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 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 in Edinburgh
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Product Support Specialist role. Highlight your experience in providing technical support and any relevant skills, like scripting in Python or Bash, that align with what we’re looking for.
Showcase Your Communication Skills:Since this role involves a lot of client interaction, it’s crucial to demonstrate your communication skills. Use clear and concise language in your application, and maybe share examples of how you've effectively communicated complex information in the past.
Highlight Problem-Solving Experience:We love candidates who can think on their feet! Include specific examples of how you’ve investigated and resolved software issues or improved processes in previous roles. This will show us you’re ready to tackle challenges head-on.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values.
How to prepare for a job interview at Opus 2
✨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 you'll be supporting. Familiarise yourself with common issues, features, and workflows so you can confidently discuss how you would assist clients during the interview.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples of how you've resolved technical issues in the past. Think about times when you collaborated with teams like QA or Engineering to fix a problem. This will demonstrate your ability to handle escalated issues and work effectively with others.
✨Prepare for Client Engagement Scenarios
Since this role involves direct client interaction, practice how you would approach understanding a client's workflow. You might be asked to role-play a scenario where you provide tailored support. Show that you can listen actively and offer practical solutions that enhance product adoption.
✨Highlight Your Mentoring Experience
If you've mentored junior team members before, share those experiences. Discuss how you’ve shared knowledge and best practices, as this is a key part of the role. It shows that you're not only capable of providing support but also committed to fostering a collaborative team environment.
