Product Support Specialist
3 weeks ago
Nextpoint is seeking a skilled Product Support Specialist to join our team. As a key member of our Engagement Team, you will be responsible for providing exceptional support to our clients, ensuring their experience with our products is seamless and successful.
Key Responsibilities
- Manage and prioritize product support inquiries, providing timely and effective solutions to clients via email, phone, and chat.
- Understand customer needs inside and out, using problem-solving skills to identify and resolve issues.
- Spot trends and suggest improvements to our support processes and products, ensuring we deliver the best possible experience for our clients.
- Collaborate with cross-functional teams, including Data Strategy and Software Engineering, to resolve complex issues and drive innovation.
- Develop and maintain helpful resources, such as support articles and videos, to empower clients to get the most out of our products.
- Stay up-to-date with industry trends and best practices, applying this knowledge to improve our support processes and products.
- Participate in on-call rotations, providing after-hours and weekend support to ensure our clients receive the support they need, whenever they need it.
Requirements
- Bachelor's degree in Engineering, Technology, Business, Legal, or a related field (or significant relevant experience).
- 2+ years of experience in eDiscovery, digital forensics, or technical support.
- Strong technical skills, including proficiency in file formats, data analysis, and problem-solving.
- Excellent communication and interpersonal skills, with the ability to work effectively with clients and cross-functional teams.
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
- Detail-oriented and organized, with a high level of accuracy and attention to detail.
What We Offer
- PPO medical plan, dental, and vision coverage.
- Healthcare, dependent care, and transit FSA.
- Generous PTO policy and paid holidays.
- Professional development stipend and flexible benefit stipend.
- 401k plan and match.
Equal Opportunity Employer
Nextpoint is an equal opportunity employer, committed to fostering a diverse and inclusive workplace. We actively seek to recruit, retain, and promote people of color and LGBTQ+ candidates, and welcome applications from all qualified individuals.
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