Company Overview
At Opus, we grow together. Our team of bold thinkers and passionate doers is united by a shared mission to tackle meaningful challenges. Our culture of trust and belonging has earned us the Great Place to Work certification in four countries, based entirely on team feedback. It reflects our commitment to fairness, pride credibility and camaraderie, and reinforces what we believe: when people feel valued, they do their best work.
About the Role
Our team is composed of dedicated professionals committed to exceeding expectations through the development and enhancement of cutting-edge products for Opus and our clients. We strive to deliver unparalleled service within a well-organized, transparent framework, focusing on maximizing return on investment. The Junior Product Analyst will be an integral part of the Innovation and Product Support team and will be responsible for delivering exceptional product support and driving innovative development solutions to enhance product performance and address operational challenges.
Key Responsibilities
- Monitor incoming support tickets via shared inbox/distribution list and ensure all requests are acknowledged promptly
- Assess ticket urgency and assign appropriate priority levels based on defined guidelines
- Provide clear, timely responses to end users, including expected resolution timelines and status updates
- Triage and tag tickets accurately to ensure proper routing, tracking, and reporting
- Utilize various approaches (applications, Excel, and SQL scripts) to resolve straightforward or routine issues independently; escalate more complex issues to appropriate team members
- Maintain and update standard operating procedures, support documentation, and knowledge base articles
- Partner with team members to improve ticket handling processes and ensure consistent service quality
- Write and run simple SQL queries to investigate issues or retrieve data needed for ticket resolution
- Work with developers to build and deploy simple product enhancements/new features
Key Qualifications & Competencies
- Bachelor’s degree (or equivalent experience) in a related field
- Foundational experience with databases and SQL (MySQL, MSSQL, Postgres, etc.)
- Strong written and verbal communication skills in English, with the ability to clearly explain issues and next steps
- Highly organized with strong attention to detail and ability to manage multiple tasks
- Comfortable following established processes while proactively identifying opportunities for improvement
- End-user-focused mindset with a commitment to responsiveness and quality support
- Proficient in Microsoft Excel or similar tools to facilitate reporting requests
- Eager to learn, take feedback, and grow within a product/technology team
This role is not just a job; it's an opportunity to be at the forefront of technological innovation within a leading company. If you are passionate about making a significant impact and driving excellence across the organization, we would love to hear from you. Join us in setting the standard for excellence and innovation.
