Product Support Specialist

Opus 2; Greater London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading legal technology firm is looking for a Product Support Specialist to provide technical support and troubleshoot software issues. This role involves client interaction, workflow improvement consultation, and support automation. Responsibilities include mentoring junior team members and documentation of client feedback to drive product enhancements. Candidates should have skills in technical support and scripting. The position offers health benefits, a contributory pension plan, and flexible working arrangements.

Benefits

Contributory pension plan

26 days annual holidays

Health Insurance

Electric Vehicle Salary Sacrifice

Cycle to Work Scheme

Qualifications

• Experience in first and second-line technical support.
• Strong troubleshooting skills for software issues.
• Ability to create and maintain user-friendly support materials.

Responsibilities

• Provide technical support via phone, email, and internal portals.
• Investigate and resolve escalated software issues.
• Assist in developing automation tools and scripts.

Skills

Technical support

Problem solving

Automation scripting

Client engagement

Documentation skills

Tools

Python

Bash

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 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.