Product Support Analyst

This Product Support Analyst role involves being the first point of contact for legal technology users, providing technical support via phone, email, and an internal portal. The role involves troubleshooting software issues, documenting cases, escalating to higher support levels, and contributing to product improvements. The ideal candidate will have strong problem-solving skills and a passion for legal tech.

Requirements

• 1+ years of experience in customer support, IT helpdesk, or product support roles (preferably in SaaS or legal tech environments)
• Strong troubleshooting skills
• Experience managing tickets through triage, SOP-driven resolution, and incident documentation
• Familiarity with help desk tools and ticketing systems
• Basic understanding of SQL, APIs, or scripting languages (plus)
• Excellent verbal and written communication skills
• Strong multitasking and time management skills

Benefits

• Working at Opus 2
• 22 days annual holidays
• Flexible working
• Loyalty Share Scheme
• Healthcare Insurance
• Dental Insurance
• Additional Childcare Leave
• Company social events