Product Support Analyst

Opus 2 is seeking a Product Support Analyst to serve as the first point of contact for users of their legal technology products. The role involves troubleshooting software issues, documenting cases, escalating complex problems, and contributing to product improvements. This is ideal for someone passionate about legal tech and eager to grow within a collaborative support environment.

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.
• 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.
• Strong multitasking and time management skills, with the ability to prioritize low- and medium-level tickets efficiently.

Benefits

• Working at Opus 2
• Contributing pension plan
• Flexible working
• Health Insurance
• Loyalty Share Scheme
• Enhanced Maternity and Paternity
• Employee Assistance Programme
• Electric Vehicle Salary Sacrifice
• Cycle to Work Scheme
• Calm and Mindfulness sessions
• Donation cover