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- Tasks: Provide expert product support and guidance to our Institutions clients.
- Company: Join Opus 2, a global leader in legal software and services.
- Benefits: Enjoy flexible working, health insurance, and generous holiday allowance.
- Why this job: Make a real impact by enhancing client experiences and shaping product futures.
- Qualifications: Technical support experience and strong communication skills required.
- 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.
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 - Institutions employer: Opus 2
Contact Detail:
Opus 2 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 them you’re not just another candidate but someone who genuinely cares about 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, which is always a bonus!
✨Tip Number 3
Prepare for those tricky questions! Think about how your skills align with the role of Product Support Specialist. Be ready to share examples of how you've tackled challenges in the past, especially in tech support or client engagement.
✨Tip Number 4
Don’t forget to follow up! After an interview, shoot a quick thank-you email to express your appreciation. It shows professionalism and keeps you fresh in their minds as they make their decision.
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 specific role. Mention how your skills align with the responsibilities of a Product Support Specialist - Institutions.
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
✨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 answer questions and provide tailored solutions during the interview.
✨Showcase Your Problem-Solving Skills
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 fixes. This will demonstrate your ability to handle escalated software issues and your proactive approach to problem-solving.
✨Emphasise Client Engagement Experience
Since this role involves working directly with clients, share your experiences in client-facing roles. Talk about how you've built relationships, delivered training, and gathered feedback. Showing that you can engage clients effectively will set you apart as a candidate who understands the importance of client satisfaction.
✨Prepare for Technical Questions
Expect some technical questions related to automation tools and scripting languages like Python or Bash. Brush up on your knowledge and be ready to discuss how you've used these skills to streamline support tasks. This will show that you're not just a people person but also technically savvy, which is crucial for this role.
