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Product Support Specialist

2 months ago

Chicago, United States Nextpoint Full time

Join Us At Nextpoint
Who We Are and What We Offer
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.
We seek out colleagues who are interested in joining a company where they will get to see their direct impact on an established yet growing business. We understand the value of ensuring that each individual can see a career path at Nextpoint and has opportunities to develop their professional skills. We take pride in having a friendly, open office life that is relaxed and honest. We enjoy spending time with one another in the office as well as outside of work. We are problem solvers, simplifiers, and challenge seekers, but above all we strive for a happy workplace and satisfied clients.
Don't just take our word for it that we're awesome

  • 50 BEST STARTUPS TO WORK FOR IN CHICAGO, IL 2024
  • 100 BEST PLACES TO WORK IN CHICAGO, IL 2024
  • 50 BEST STARTUPS TO WORK FOR IN THE US 2024
  • Glassdoor
  • G2
  • Capterra
  • Nextpoint Culture


Benefits and Perks

  • Compensation is competitive and commensurate with experience
  • Hybrid Schedule (four days in office) and remote options depending on the role
  • PPO Health Plan, Dental and Vision
  • Health, Dependant, and Transit FSA
  • Generous PTO Policy & Paid Holidays
  • Annual professional development stipend
  • Monthly flexible benefit stipend
  • 401k plan & match
  • And more


About the Role
In this role, the selected candidate will serve as a full-time, in-office Product Support Specialist and as a member of our client facing Engagement Team, responsible for assisting clients and users with their issues/questions in a timely manner, escalating issues/bugs to the appropriate parties (as necessary) and developing systems and internal processes that make supporting clients increasingly efficient and effective. The ideal candidate will use analytical and problem-solving skills to ensure our clients are maximizing their investment in Nextpoint and achieving high levels of success. This is a fast paced and challenging role, but for the appropriate candidate that thrives on problem solving, educating end-users, and contributing to the evolution of the software, it is a great opportunity to be part of a fantastic/hard working team.
Responsibilities

  • Manage and prioritize incoming product support inquiries via email, phone, and chat line on a daily basis (9am-5pm CT, Monday-Friday).
  • Develop an understanding of customer support needs through a problem-solving approach; escalate tickets to the Data Strategy and Software Engineering Teams when necessary.
  • Organize and oversee the data intake queue to ensure that all deadlines are being met.
  • Assist with data intake tasks such as data inventory, downloading, and uploading data.
  • Adhere to Nextpoint's physical media handling process (chain of custody documents, receipt and return of shipments, etc).
  • Track and monitor repetitive support inquiries and escalate the need for additional support topics and/or product enhancements to limit the support load.
  • Collaborate with other service team members to assist with ad-hoc projects
  • Analyze data from Zendesk to determine specific areas in need of a different support approach.
  • Develop/contribute to support articles/videos and other training materials around topics in need of increased support and new feature releases.
  • Automate responses to routine support requests and develop systems to increase the efficiency of requests involving additional Nextpoint staff.
  • Collect data around software bugs and new feature requests to help prioritize the work of our developers.
  • This role will be part of an on-call rotation for periodic after hours and weekend support (approximately once every two months)


Qualifications

  • Bachelor's Degree: in Engineering, Technology, Business, Legal or related fields; or significant relevant experience.
  • 2+ years of experience of eDiscovery, digital forensics, or technical support experience preferred
  • Technical troubleshooting skills to understand and address data file issues, identify and navigate network problems, and diagnose various technical issues
  • Familiarity with file formats and document types from macOS and Windows applications and utilize third-party software to perform conversions when necessary
  • Advanced skills with Excel (vlookups, macros, etc.). Experience using formulas in Excel to manipulate data.
  • Experience with a support/ticketing/PM system such as Zendesk or Jira strongly preferred
  • Ability to accurately determine a client's requirements and take ownership of client requests
  • Strong communication skills (written and verbal)
  • Proven aptitude for working within tight deadlines and a fast paced environment
  • High attention to detail, excellent organization, and client-service orientation skills


Equal Opportunity Employer
Nextpoint Law Group 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