Product Support Specialist

Join the team redefining how the world approaches legal technology and eDiscovery at Nextpoint.
Hey, thanks so much for joining us! We totally get how exhausting job hunting can be, so let's dive right in and share what we've got for you.
Who We are and what We Offer at Next point
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're 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. As a flexible-first organization, this role requires the Product Support Specialist to be onsite at the office two-three days a week.
What you'd be doing in this role
As a Product Support Specialist at Nextpoint, you'll be the go-to problem-solver for our clients, helping them navigate their questions and challenges with ease. As part of our client-facing Engagement Team, you'll make sure users get the support they need, escalating any tricky issues or bugs to the right people when necessary.
In this role, you'll be hands-on-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, you'll also have the chance to shape and refine our internal processes, making support more efficient and effective.
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 that's always aiming to improve. If that sounds like you, we'd love to have you on board!
The impact you'll make

• Manage and Prioritize Product Support Inquiries : You'll 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 : You'll 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. Your knack for understanding what customers need will help make their experience top-notch.
• Spot Trends and Suggest Improvements : You'll notice patterns in support requests and suggest ways we can improve, whether that means adding new support resources or suggesting tweaks to the product to make life easier for everyone.
• Team Up with Service Members : You'll work closely with your teammates on projects as they come up, lending a hand wherever it's needed and keeping the positive vibes flowing.
• Dig into Data for Better Support: You'll use data from Zendesk to find areas where we can do better, always looking for ways to improve how we support our customers.
• Create Helpful Resources : You'll help put together support articles, videos, and other training materials to make sure our users have the info they need-especially when we roll out new features.
• Make Routine Requests a Breeze : You'll find ways to automate answers to common questions and make sure it's easy for other team members to jump in when needed.
• Gather Feedback to Help Shape the Product : You'll collect insights on bugs and new feature ideas, helping our developers focus on what matters most to our customers.
• Be Part of the On-Call Team : About once every two months, you'll join our on-call rotation to provide after-hours and weekend support. It's a chance to step in and help our customers when they need it most, ensuring they're always covered-even outside of regular business hours.

Your expertise

• Educational Background : A Bachelor's Degree in Engineering, Technology, Business, Legal, or a related field is ideal, but we're also open to those with significant, relevant experience.
• Experience in the Field : We'd love for you to have 2+ years of experience in eDiscovery, digital forensics, or technical support. If you've 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 : You're 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 (it'll be very helpful to have advanced skills such as vlookups, macros, and more). You're 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 client's 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 : You're 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.

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

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!