Hybrid SaaS Product Support Specialist

Nextpoint; Chicago (IL); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Flexible hybrid schedule

Health insurance

PTO & holidays

Professional development stipend

401(k) with company match

Free in-office lunch

Job summary

Nextpoint is seeking a Product Support Specialist in Chicago for a hybrid role. You will manage and prioritize product support inquiries by email and calls, with escalation to Data Strategy or Engineering as needed, ensuring a seamless client experience.

The candidate should have 2+ years in SaaS support, experience with Zendesk/Jira, and strong Excel/data skills. A related Bachelor's degree or equivalent is preferred.

Qualifications

• 2+ years of SaaS technical support experience.
• Experience with Zendesk or Jira and ticketing systems.
• Bachelor's degree or equivalent experience in a related field.

Responsibilities

• Manage and prioritize product support inquiries via email, phone, and Zoom during business hours (9am to 5:30pm CT).
• Investigate issues and escalate to Data Strategy or Software Engineering as needed.
• Define billable vs included software support per client SLA.
• Take ownership of client needs to ensure a seamless, successful support experience.

Skills

SaaS technical support

Zendesk

Jira

Excel

Ticket management

Escalation workflows

Data analysis

Client communication

Time management

Education

Bachelor's degree in Engineering, Technology, Business, Legal, or related field

Tools

Zendesk

Jira

Excel (formulas, vlookups, macros)

Job description

Nextpoint is seeking a Product Support Specialist in Chicago for a hybrid role. You will manage and prioritize product support inquiries by email and calls, with escalation to Data Strategy or Engineering as needed, ensuring a seamless client experience.

The candidate should have 2+ years in SaaS support, experience with Zendesk/Jira, and strong Excel/data skills. A related Bachelor's degree or equivalent is preferred.