Product Support Specialist
6 days ago
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 SpecialistWe 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
- 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
- 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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