Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch support for legal tech, troubleshoot issues, and mentor junior team members.
- Company: Join Opus 2, a global leader in legal software and services.
- Benefits: Enjoy flexible working, health insurance, and generous holiday entitlement.
- Why this job: Make a real impact by enhancing client experiences and driving product improvements.
- Qualifications: Experience in technical support and a knack for problem-solving.
- Other info: Be part of a vibrant culture with excellent career growth opportunities.
The predicted salary is between 30000 - 42000 £ per year.
As 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 will 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 will 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 will help influence product development while promoting best practices and delivering an exceptional support experience for users of our legal technology solutions.
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.
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.
Working 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.
Product Support Specialist employer: Opus 2
Contact Detail:
Opus 2 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist
✨Tip Number 1
Get to know the company inside out! Research Opus 2, their products, and their culture. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with complex software issues, brush up on your technical knowledge and problem-solving techniques. Maybe even run through some mock scenarios with a friend to get comfortable.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus when applying for jobs.
✨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 proactive and keen to join the Opus 2 family.
We think you need these skills to ace Product Support Specialist
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with technical support and client engagement. We want to see how your skills align with the role of a Product Support Specialist, so don’t hold back!
Show Off Your Problem-Solving Skills: In your application, share specific examples of how you've tackled complex software issues in the past. We love seeing candidates who can demonstrate their troubleshooting prowess and collaboration with teams like QA and DevOps.
Highlight Your Technical Know-How: If you’ve got experience with automation tools or scripting languages like Python or Bash, make sure to mention it! We’re looking for someone who can help streamline our support tasks, so show us what you’ve got.
Keep It Professional Yet Personable: While we appreciate professionalism, we also value a friendly approach. Let your personality shine through in your application, and remember to apply through our website for the best chance of getting noticed!
How to prepare for a job interview at Opus 2
✨Know Your Tech Inside Out
As a Product Support Specialist, you'll need to be well-versed in the technical aspects of the products you'll support. Brush up on common software issues and solutions, and be ready to discuss how you've tackled similar problems in the past.
✨Showcase Your Collaboration Skills
This role involves working closely with various teams like QA, DevOps, and Engineering. Be prepared to share examples of how you've successfully collaborated with others to resolve issues or improve processes. Highlight your ability to communicate effectively across different departments.
✨Demonstrate Your Problem-Solving Approach
During the interview, you might be asked to troubleshoot a hypothetical issue. Think aloud as you work through the problem, showcasing your analytical skills and methodical approach. This will give the interviewers insight into your thought process and how you handle challenges.
✨Prepare for Client-Facing Scenarios
Since this role is client-facing, be ready to discuss how you would handle difficult client interactions. Share examples of how you've provided exceptional customer service in the past, and emphasise your commitment to ensuring client satisfaction and engagement.
