Product Support Specialist

Opus 2; City of Westminster; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global leader in legal software is seeking a Product Support Specialist to provide technical assistance to clients. You will troubleshoot issues, support software deployment, and automate tasks to enhance support efficiency. Ideal candidates will showcase strong problem-solving skills and have experience mentoring junior staff. Employees enjoy benefits like a contributory pension plan and health insurance, along with a commitment to a positive work culture.

Benefits

Contributory pension plan

26 days annual holidays

Health Insurance

Employee Assistance Programme

Cycle to Work Scheme

Qualifications

• Experience in providing technical support for software products.
• Strong problem-solving skills in a client-facing environment.
• Ability to document and communicate technical issues effectively.

Responsibilities

• Provide first and second-line technical support to users.
• Investigate escalated software issues effectively.
• Assist in automation tool development.

Skills

Technical support

Workflow improvement

Automation scripting (Python, Bash)

Client engagement

Mentoring

Job description

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'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.

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.

About 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:

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.