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For Companies OverviewAs a Product Support Specialist, you\’ll serve as a key escalation point for both technical and product-related client queries, delivering second-line support across phone, email, and internal portals. You\’ll troubleshoot complex software issues, collaborate closely with engineering, QA, and DevOps teams, and contribute directly to testing and validating new product releases to ensure quality and performance.
In this client-facing role, you\’ll also consult on workflow improvements, assist with automation scripting to enhance support efficiency, and mentor junior team members. By documenting recurring issues and capturing detailed feedback, you\’ll help influence product development while promoting best practices and delivering an exceptional support experience for users of our legal technology solutions.
Responsibilities
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
Qualifications
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
BenefitsWorking for Opus 2
Opus 2 is a global leader in legal software and services, trusted partner of the world\’s leading legal teams. All our achievements are underpinned by our unique culture where our people are our most valuable asset. Working at Opus 2, you\’ll receive:
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
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Contact Detail:
Opus 2 Recruiting Team