The Product Support team are a talented, engineering focused department with an emphasis on customer service whether that is dealing with external clients or internal business functions. We work with a number of different areas of the business and are responsible for service excellence and ownership of client incidents.
We are looking for a Product Support Specialist in our Singapore office.
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 technical support of our software products, handling customer inquiries and working with internal teams to develop solutions to client-reported issues.
What you'll be doing
- Provide 2nd line technical support and expert product consulting, via email, phone, and our internal support portal, to all users of our Opus 2 platform, Transfer and Annotate products (SaaS, Enterprise and Internal).
- Troubleshoot and test client-reported product defects, liaising with QA and DevOps for the deployment of fixes.
- Creating automation tools with bash, python (or similar) to fix data-related issues across the product suite.
- 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.
- Recognise and promote opportunities for training and professional services.
What we're looking for in you
- Provide 2nd line technical support and expert product consulting, via email, phone, and our internal support portal, to all users of our Opus 2 platform, Transfer and Annotate products (SaaS, Enterprise and Internal).
- Troubleshoot and test client-reported product defects, liaising with QA and DevOps for the deployment of fixes.
- Creating automation tools with bash, python (or similar) to fix data-related issues across the product suite.
- 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.
- Recognise and promote opportunities for training and professional services.
Working at Opus 2
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:
- 22 days annual holidays, flexible working, and length of service entitlement.
- Loyalty Share Scheme.
- Healthcare Insurance.
- Dental Insurance.
- Additional Childcare Leave.
- A day of leave to volunteer for charity and an active CSR team raising money towards a company charity.
- Accessible and modern office spaces
- Company social events.
