Join our dynamic team as a Product Support Specialist and become the initial touchpoint for users of our innovative legal technology solutions. In this pivotal role, you will provide prompt and effective technical support through various channels, including phone, email, and our internal portal. Your expertise will be crucial in troubleshooting software challenges, documenting cases within our helpdesk system, and escalating intricate issues to second-line support as necessary, all while ensuring our clients experience exceptional communication and satisfaction.

In addition to directly assisting users, you will play an integral role in testing software updates, enhancing product documentation, and leading engaging product training sessions or demonstrations. By actively gathering recurring user feedback and identifying common challenges, you’ll collaborate closely with our Development and Product teams to influence vital product enhancements. This opportunity is perfect for individuals passionate about legal technology, possessing strong problem-solving skills, and eager to thrive in a collaborative support setting.

What you’ll be doing:

• Serve as the first contact for users, delivering exceptional technical support through phone, email, and internal support channels.
• Troubleshoot and resolve software issues, efficiently escalating complex cases to second-line support when necessary.
• Provide guidance to clients on optimal product usage and best practices to enhance their overall experience.
• Log and manage support tickets using helpdesk or incident tracking systems, ensuring issues are resolved in a timely manner with appropriate follow-up.
• Assist in testing and validating new software features, patches, and updates prior to release.
• Identify recurring issues and collaborate with Product and Development teams to facilitate long-term solutions.
• Contribute to user-centric documentation and internal knowledge bases, offering clear instructions and resources.
• Support training sessions and product demonstrations, providing insights and assistance to clients and stakeholders.
• Maintain a strong commitment to professionalism, empathy, and client satisfaction in every interaction.

What we’re looking for in you:

• A minimum of 1 year of experience in customer support, IT helpdesk, or product support roles, preferably within SaaS or legal tech environments.
• Strong troubleshooting abilities, with a knack for diagnosing and resolving software, login, and system-related issues.
• Proven experience in managing support tickets through triage, standard operating procedures, and incident documentation.
• Familiarity with helpdesk tools and ticketing systems (e.g., Zendesk, Jira, ServiceNow).
• Comfortable managing password resets, user login problems, and local server requests (e.g., Magnum: Syncs, Restarts).
• Willingness to test and validate new product releases alongside QA and development teams.
• Proficient in creating and maintaining support documentation, including FAQs, how-to guides, and internal playbooks.
• A basic understanding of SQL, APIs, or scripting languages (e.g., Python, Bash) is a plus.
• Excellent verbal and written communication skills, capable of translating technical concepts for non-technical audiences.
• Strong multitasking and time management abilities to efficiently prioritize low- and medium-level tickets.
• A demonstrated passion for legal technology and workflow-driven software solutions.
• Eagerness to shadow senior team members and document technical resolutions for enhanced product knowledge.

Working at Opus 2:
At Opus 2, we pride ourselves on being a vanguard in the LegalTech arena, offering groundbreaking solutions that foster digital transformation within the legal industry. We are the reliable partner for premier legal teams, trusted by 49 of the world’s top 50 law firms.

Our success is driven by our unique culture, and our people are our greatest asset. When you join Opus 2, you’ll enjoy:

• A 401(k) contribution.
• 21 days of annual leave along with flexible work arrangements.
• A loyalty share program.
• Comprehensive healthcare, dental, and vision insurance.
• Life insurance, short-term, and long-term disability coverage.
• Access to the Calm app and mindfulness sessions.
• One day of paid leave to volunteer for charitable activities.