Opus 2

Product Support Analyst

Opus 2

full-time

Posted on:

Location Type: Hybrid

Location: Singapore • Singapore

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Job Level

Junior

Tech Stack

PythonServiceNowSQL

About the role

  • Act as the first point of contact for users, providing technical support via phone, email, and internal support portals.
  • Troubleshoot and resolve software-related issues, escalating complex cases to second-line support as needed.
  • Guide clients on product usage and best practices to maximize user experience and efficiency.
  • Log and manage support tickets using helpdesk or incident tracking systems, ensuring timely resolution and follow-up.
  • Assist in testing and validating new software features, patches, and updates before release.
  • Identify recurring issues and collaborate with Product and Development teams to drive long-term improvements.
  • Contribute to user-facing documentation and internal knowledge bases with clear, helpful instructions.
  • Support training sessions and product demonstrations, delivering guidance to clients and stakeholders.
  • Maintain a strong focus on professionalism, empathy, and client satisfaction in every interaction.

Requirements

  • **What we're looking for in you**
  • - 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 (e.g., Magnum: Syncs, Restarts).
  • - Comfortable testing and validating new product releases alongside QA and development teams.
  • - Skilled in creating and maintaining support documentation, including FAQs, how-to guides, and internal playbooks.
  • - 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 to non-technical users.
  • - Strong multitasking and time management skills, with the ability to prioritize low- and medium-level tickets efficiently.
  • - Demonstrated interest in legal technology and workflow-driven software solutions.
  • - Willingness to shadow senior team members and document technical resolutions to build product expertise
Benefits
  • **Working at Opus 2**
  • Opus 2 is a global leader in legal software and services, trusted partner of the world’s leading legal teams. All our achievements are underpinned by our unique culture where our people are our most valuable 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingticket managementincident documentationSQLAPIsPythonBashsoftware testingproduct validationtechnical support
Soft skills
communicationmultitaskingtime managementempathyclient satisfactioncollaborationdocumentationtrainingproblem-solvingprofessionalism