Product Support Specialist

6 days ago


Chicago, Illinois, United States Nextpoint Full time
About Nextpoint

Nextpoint is a leading provider of innovative software and services for the legal industry. Our mission is to empower law firms and organizations to succeed in the ever-evolving landscape of eDiscovery and legal technology.

Job Title: Product Support Specialist

We are seeking a highly skilled and customer-focused 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 success with our products and services.

Key Responsibilities:
  • Manage and prioritize product support inquiries via email, phone, and chat
  • Understand customer needs and provide solutions to resolve technical issues
  • Identify trends and suggest improvements to our support processes and products
  • Collaborate with internal teams to resolve complex issues and improve customer satisfaction
  • Analyze data to identify areas for process improvement and suggest solutions
  • Develop and maintain knowledge base articles and other support resources
  • Participate in on-call rotation to provide after-hours and weekend support
Requirements:
  • Bachelor's degree in Engineering, Technology, Business, or a related field
  • 2+ years of experience in eDiscovery, digital forensics, or technical support
  • Excellent problem-solving and analytical skills
  • Strong communication and interpersonal skills
  • Ability to work in a fast-paced environment and prioritize tasks effectively
  • Experience with support systems, such as Zendesk or Jira
What We Offer:
  • Competitive salary and benefits package
  • Opportunities for professional growth and development
  • Collaborative and dynamic work environment
  • Flexible work arrangements and remote work options
  • Professional development stipend and flexible benefit stipend

We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual who is passionate about delivering exceptional support, we encourage you to apply for this exciting opportunity.



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