Product Support Specialist

Nextpoint; Chicago (IL); On-site; 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

Product Support Specialist

Hybrid (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)

ABOUT NEXTPOINT

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).

RESPONSIBILITIES

Client Support & Communication

• Manage 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 elevate to the Data Strategy or Software Engineering teams

• Define what should be billable versus included software support based on each client's SLA

• Take ownership of client needs to ensure a seamless, successful support experience

Process & Data Driven Improvement

• Spot trends in support requests and suggest improvements, whether that's new support resources, clearer SLA definitions, or product tweaks

• Use data from Zendesk to identify areas where support can improve

• Find ways to automate answers to routine requests and make it easy for other team members to jump in when needed

Product Feedback & On Call Support

• Gather feedback on bugs and feature ideas in a systematic, data driven way, helping developers focus on what matters most to customer

• Join the on call rotation roughly once every two months, providing after hours and weekend support so clients are always covered

QUALIFICATIONS

• 2+ years experience in SaaS technical support, with strong command of support processes, ticket management, troubleshooting, and escalation workflows

• Demonstrated experience building or improving a support operation, such as developing workflows, resources, or processes that help a support team scale

• Experience with support, ticketing, or project management systems such as Zendesk or Jira

• Skilled at diagnosing data file issues, navigating network challenges, and solving technical problems

• Comfortable in Excel, including formulas, vlookups, and macros, to manipulate and analyze data efficiently

• Familiar with file types from macOS and Windows applications, with the ability to use third party software for conversions when needed

• Strong client focused mindset, with the ability to accurately understand and own client requests

• Excellent written and verbal communication skills

• Comfortable navigating tight deadlines in a fast paced environment

• Highly detail oriented and organized

• Bachelor's degree in Engineering, Technology, Business, Legal, or a related field, or equivalent relevant experience

Preferred

• Background in eDiscovery, digital forensics, or legal technology

• Experience creating and maintaining knowledge base content, help center articles, or internal support documentation and guides

BENEFITS & PERKS

• Competitive pay commensurate with experience

• Flexible 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 FSA

• Generous PTO, paid holidays, flexible summer hours, quarterly mental health days, and floating holidays

• Annual professional development stipend

• Monthly flexible benefit stipend

• 401(k) with company match

• Free in office lunch Tuesday through Thursday

• And more!

EQUAL OPPORTUNITY EMPLOYER

Nextpoint 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.