Product Support Specialist
Product Support Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
Join the team transforming how clients succeed with legal technology.
Hey thanks so much for joining us! We totally get how exhausting job hunting can be so lets dive right in and share what weve got for you.
Who We Are and What We Offer at Nextpoint
Nextpoint delivers transformative software and services for all law-kind. Our award-winning team is 100% focused on making it simple fluid and affordable for law firms of all sizes to win the day with streamlined ediscovery workflows simplified case management and best-in-class security at every point. Our secure cloud-based solution lets teams begin document review in minutes with powerful data analytics tools a user-friendly interface and collaborative access from anywhere. Innovative case prep and presentation features exceed expectations of what smart eLaw software can do.
Were problem solvers simplifiers and challenge seekers all united by a shared goal: fostering a happy workplace and delivering great results for our clients. At Nextpoint we value innovation creativity diversity and initiative thriving in a tech-forward environment where our team enjoys coming to work. If you thrive in a relaxed informal setting and love taking on new challenges Nextpoint is the perfect place for you to grow and be rewarded.
Where and how you can work
Ravenswood is the home to our headquarters in Chicago Illinois. We take pride in having a friendly open office life that is relaxed and honest. We truly want you to come to work as your whole self. As a flexible-first organization this role requires the Product Support Specialistto be onsite at the office two-three days a week.
What youd be doing in this role
As a Product Support Specialist at Nextpoint youll be the go-to problem-solver for our clients helping them navigate their questions and challenges with ease. As part of our client-facing Support Team youll make sure users get the support they need escalating any tricky issues or bugs to the right people when necessary.
In this role youll take a hands-on approach to analyzing problems providing solutions and helping our clients get the most out of their investment in Nextpoint. Your focus will be on making their experience seamless and successful. Along the way youll also have the chance to shape and refine our internal processes making our support more efficient and effective. Our goal is to align support with client SLA requirements
This role is fast-paced and dynamic perfect for someone who thrives on solving problems enjoys educating others and loves being part of a team thats always aiming to improve. If that sounds like you wed love to have you on board!
The impact youll make
Manage and Prioritize Product Support Inquiries: Youll be the go-to person for handling support questions via email phone and chat. Your job is to make sure our clients feel heard and get the help they need all while keeping things running smoothly during our 9 am-5 pm CT business hours.
Understand Customer Needs Inside and Out: Youll dig into each support request with a problem-solving mindset knowing when to pass things along to our Data Strategy or Software Engineering Teams when needed as well as defining for our team what should be billable versus included software support based on their SLA. Your knack for understanding what customers need will help make their experience top-notch.
Spot Trends and Suggest Improvements: Youll notice patterns in support requests and suggest ways we can improve whether that means adding new support resources better definition to our SLA or suggesting tweaks to the product to make life easier for everyone.
Dig into Data for Better Support: Youll use data from Zendesk to find areas where we can do better always looking for ways to improve how we support our customers.
Make Routine Requests a Breeze: Youll find ways to automate answers to common questions and make sure its easy for other team members to jump in when needed.
Gather Feedback to Help Shape the Product: Youll collect insights on bugs and new feature ideas helping our developers focus on what matters most to our customers and doing this in a systematic data driven way.
Be Part of the On-Call Team: About once every two months youll join our on-call rotation to provide after-hours and weekend support. Its a chance to step in and help our customers when they need it most ensuring theyre always coveredeven outside of regular business hours.
Your expertise
Educational Background: A Bachelors Degree in Engineering Technology Business Legal or a related field is ideal but were also open to those with significant relevant experience.
Experience in the Field: Wed love for you to have 2 years of experience in eDiscovery digital forensics or technical support. If youve got the skills and knowledge we want to hear from you!
Tech-Savvy Troubleshooter: You have a knack for diagnosing data file issues navigating network challenges and solving various technical problems with ease.
Knowledge of File Formats: Youre familiar with different file types from macOS and Windows applications and can use third-party software for conversions when needed.
Excel Expertise: Comfortability within Excel is a must (itll be very helpful to have advanced skills such as vlookups macros and more). Youre confident using formulas to manipulate and analyze data efficiently.
Experience with Support Systems: Experience using support ticketing or project management systems like Zendesk or Jira is a big plus.
Client-Focused Mindset: You know how to accurately understand a clients needs and take ownership of their requests ensuring they feel supported every step of the way.
Strong Communicator: Your written and verbal communication skills are top-notch helping you connect with clients and colleagues alike.
Navigates Pressure with Poise: Youre comfortable working with tight deadlines in a fast-paced environment keeping your cool when things get busy.
Detail-Oriented and Organized: Your high attention to detail and excellent organizational skills ensure that no detail is missed and clients always receive the best service.
Dont just take our word for it that were awesome!
What we bring to the table besides salary
PPO Medical Plan Dental and Vision coverage
Healthcare Dependent Care and Transit FSA
Generous PTO Policy & Paid Holidays
(Other PTO perks: Flexible Summer Hours Mental Health Days Floating Holidays)
Professional development stipend
Flexible benefit stipend
401k plan & match
Equal Opportunity Employer
Nextpoint is an equal opportunity employer. We strive to foster a diverse workplace actively seeking to recruit retain and promote people of color and LBGTQ candidates. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status. If you are interested in our company we encourage you to apply even if you do not see an applicable job description as we are growing fast and are always on the lookout for high performing curious entrepreneurial-minded individuals to join our team!
Required Experience:
Unclear Seniority
Employment Type
Full-Time
