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Opus 2
Product Support Analyst
Join Opus 2 in Pittsburgh as a Product Support Analyst. Leverage ServiceNow skills to troubleshoot legal tech issues, manage tickets, and enhance user experience. Benefits include healthcare, 401k, and volunteer leave.
Consulting
Entry Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Service Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
May 13, 2025
As a Product Support Analyst, you'll serve as the first point of contact for legal technology product users, troubleshooting software issues and providing timely support. This role involves resolving tickets, contributing to product improvements, and educating clients on product usage. The ideal candidate has a passion for legal tech and strong problem-solving skills.
Requirements
- 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
Benefits
- 401k contribution
- Working at Opus 2
- Healthcare, Dental plan and Vision insurance
- Life, short-term, and long-term disability insurance
- Calm app and mindfulness sessions
- Day of leave to volunteer for charity work
Requirements Summary
1+ year exp in support roles. Strong troubleshooting skills with issue diagnosis. Familiarity with helpdesk tools & documentation. Basic SQL/API understanding is a plus
