Product Support Analyst

Opus 2; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading legal technology firm in the UK seeks a Product Support Analyst to provide technical support, troubleshoot software issues, and contribute to product improvements. The role requires excellent troubleshooting and communication skills, with a background in customer support preferred. Join a collaborative environment with modern office space and benefits including health insurance and a pension plan.

Benefits

Contributory pension plan

Health Insurance

26 days annual holidays

Employee Assistance Programme

Cycle to Work Scheme

Qualifications

• 1+ years of experience in customer support or IT helpdesk roles, preferably in SaaS or legal tech.
• Ability to diagnose and resolve software, login, and system-related issues.
• Skilled in managing tickets through triage and incident documentation.

Responsibilities

• Act as the first point of contact for users, providing technical support via phone and email.
• Troubleshoot and resolve software-related issues, escalating complex cases as needed.
• Contribute to user-facing documentation and internal knowledge bases.

Skills

Customer support experience

Strong troubleshooting skills

Help desk tools familiarity

SQL understanding

Excellent communication skills

Time management skills

Tools

Zendesk

Jira

ServiceNow

Job description

As a Product Support Analyst, you’ll serve as the first point of contact for users of our legal technology products, providing timely, effective technical support through phone, email, and an internal portal. You'll troubleshoot and resolve software issues, document cases in our helpdesk system, and escalate complex problems to second-line support when needed, all while maintaining a high standard of client communication and satisfaction.

In addition to support, you'll contribute to testing software updates, improving product documentation, and delivering product training or demonstrations. By identifying recurring issues and user feedback, you’ll help shape product improvements alongside our Development and Product teams. This role is ideal for someone with a passion for legal tech, strong problem-solving abilities, and a desire to grow within a collaborative support environment.

What you'll be doing

• Act as the first point of contact for users, providing technical support via phone, email, and internal support portals.
• Troubleshoot and resolve software-related issues, escalating complex cases to second-line support as needed.
• Guide clients on product usage and best practices to maximize user experience and efficiency.
• Log and manage support tickets using helpdesk or incident tracking systems, ensuring timely resolution and follow-up.
• Assist in testing and validating new software features, patches, and updates before release.
• Identify recurring issues and collaborate with Product and Development teams to drive long-term improvements.
• Contribute to user-facing documentation and internal knowledge bases with clear, helpful instructions.
• Support training sessions and product demonstrations, delivering guidance to clients and stakeholders.
• Maintain a strong focus on professionalism, empathy, and client satisfaction in every interaction.

What we're looking for in you

• 1+ years of experience in customer support, IT helpdesk, or product support roles (preferably in SaaS or legal tech environments).
• Strong troubleshooting skills with the ability to diagnose and resolve software, login, and system-related issues.
• Experience managing tickets through triage, SOP-driven resolution, and incident documentation.
• Familiarity with help desk tools and ticketing systems (e.g., Zendesk, Jira, ServiceNow).
• Ability to handle password resets, user login issues, and local server requests (e.g., Magnum: Syncs, Restarts).
• Comfortable testing and validating new product releases alongside QA and development teams.
• Skilled in creating and maintaining support documentation, including FAQs, how-to guides, and internal playbooks.
• Basic understanding of SQL, APIs, or scripting languages (e.g., Python, Bash) is a plus.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Strong multitasking and time management skills, with the ability to prioritize low- and medium-level tickets efficiently.
• Demonstrated interest in legal technology and workflow-driven software solutions.
• Willingness to shadow senior team members and document technical resolutions to build product expertise

Working at 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.