Product Support Specialist

Product Support SpecialistHybrid (2 to 3 days/week onsite) Reports to: Director of Training and Support Salary Range: $60,000-$65,000/year plus $5,000 annual bonus ($65,000-$70,000 OTE)Nextpoint builds transformative software and services for the legal industry, making eDiscovery, case management, and litigation prep simple, fluid, and affordable for law firms of all sizes. Our secure, cloud based platform lets teams start document review in minutes, backed by powerful analytics, an intuitive interface, and best in class security at every point.We're problem solvers, simplifiers, and challenge seekers, united by a shared goal: a great team culture and satisfied clients. We're headquartered in Chicago's Ravenswood neighborhood and proud to have been named one of Built In's Best Startups to Work for in Chicago five years running (2022 to 2026).ResponsibilitiesClient Support & CommunicationManage and prioritize product support inquiries primarily via email, with additional support provided over phone and Zoom during business hours (9am to 5:30pm CT)Dig into each support request with a problem solving mindset, knowing when to escalate to the Data Strategy or Software Engineering teamsDefine what should be billable versus included software support based on each client's SLATake ownership of client needs to ensure a seamless, successful support experienceProcess & Data Driven ImprovementSpot trends in support requests and suggest improvements, whether that's new support resources, clearer SLA definitions, or product tweaksUse data from Zendesk to identify areas where support can improveFind ways to automate answers to routine requests and make it easy for other team members to jump in when neededProduct Feedback & On Call SupportGather feedback on bugs and feature ideas in a systematic, data driven way, helping developers focus on what matters most to customerJoin the on call rotation roughly once every two months, providing after hours and weekend support so clients are always coveredQualifications2+ years experience in SaaS technical support, with strong command of support processes, ticket management, troubleshooting, and escalation workflowsDemonstrated experience building or improving a support operation, such as developing workflows, resources, or processes that help a support team scaleExperience with support, ticketing, or project management systems such as Zendesk or JiraSkilled at diagnosing data file issues, navigating network challenges, and solving technical problemsComfortable in Excel, including formulas, vlookups, and macros, to manipulate and analyze data efficientlyFamiliar with file types from macOS and Windows applications, with the ability to use third party software for conversions when neededStrong client focused mindset, with the ability to accurately understand and own client requestsExcellent written and verbal communication skillsComfortable navigating tight deadlines in a fast paced environmentHighly detail oriented and organizedBachelor's degree in Engineering, Technology, Business, Legal, or a related field, or equivalent relevant experiencePreferredBackground in eDiscovery, digital forensics, or legal technologyExperience creating and maintaining knowledge base content, help center articles, or internal support documentation and guidesBenefits & PerksCompetitive pay commensurate with experienceFlexible hybrid schedule (2 to 3 days onsite)Comprehensive health coverage, including medical (BCBS PPO and HDHP/HSA options), dental and vision (Guardian)Health, Dependent, and Transit FSAGenerous PTO, paid holidays, flexible summer hours, quarterly mental health days, and floating holidaysAnnual professional development stipendMonthly flexible benefit stipend401(k) with company matchFree in office lunch Tuesday through ThursdayAnd more!Equal Opportunity EmployerNextpoint is an equal opportunity employer. We actively work to build a diverse team and encourage candidates of all backgrounds, including people of color and LGBTQ+ individuals, to apply. All applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other characteristic protected by applicable law. Pursuant to the Illinois Human Rights Act, applicants have the right to be free from discrimination resulting from the use of artificial intelligence in any employment decision.Don't see the right role? Apply anyway, we're always looking for high performing, curious, entrepreneurially minded people to grow with us. Check out our client reviews on G2 and Capterra.