Product Support Specialist

6 months ago

London, United Kingdom Opus 2 Full time

We require a smart and driven individual who thrives in a fast-paced environment where helping the customer is a top priority, and who loves to figure out and solve technical problems. In this role, you will be primarily responsible for escalated product support of our software products, handling customer inquiries and working with internal teams to develop solutions to client-reported issues.

This role will be primarily focussed on a bespoke arbitration software solution offered to several high-profile clients. The role may require regular trips to client sites during the initial onboarding and adoption phase of the project

**Requirements**:
**What we need you to be able to do**
- Provide 1st and 2nd line technical support and expert product consulting to all users of Opus2 products and services, with particular focus on the Arbitration software provided to several high-profile clients.
- Troubleshoot and test client-reported product defects, liaising with Development, Testing and Infrastructure teams for the deployment of fixes.
- Work cross-functionally with other teams to ensure that all client needs are satisfactorily met.
- Identify, triage, and escalate defects to appropriate internal personnel, providing a clear outline of the problem with technical detail.
- Capture client feedback, and escalate improvements to appropriate internal personnel, providing a clear story of the improvement in clear detail.
- Assist with proactively engaging clients with best practices to optimise product usage and maximise adoption.
- Consult with Enterprise clients to provide expert product knowledge and technical product workflow solutions.
- Track and manage support activities in the Helpdesk or incident tracking system as well as Development tracking tools.
- Recognise and promote opportunities for training and professional services.

**Benefits**

Opus 2 is a global leader in the LegalTech space, creating solutions to drive digital transformation in the legal industry. We are the trusted partner of the world’s leading legal teams, with the world’s largest law firms are using Opus 2.

Our achievements are underpinned by our unique culture and our people are our biggest 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.

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