Job DescriptionProduct Support Specialist

About the Role

In this role, the selected candidate will serve as a full-time, in-office Product Support Specialist and as a member of our client facing Engagement Team, responsible for assisting clients and users with their issues/questions in a timely manner, escalating issues/bugs to the appropriate parties (as necessary) and developing systems and internal processes that make supporting clients increasingly efficient and effective. The ideal candidate will use analytical and problem-solving skills to ensure our clients are maximizing their investment in Nextpoint and achieving high levels of success. This is a fast paced and challenging role, but for the appropriate candidate that thrives on problem solving, educating end-users, and contributing to the evolution of the software, it is a great opportunity to be part of a fantastic/hard working team.

Responsibilities:

• Manage and prioritize incoming product support inquiries via email, phone, and chat line on a daily basis (9am-5pm CT, Monday-Friday).
• Develop an understanding of customer support needs through a problem-solving approach; escalate tickets to the Data Strategy and Software Engineering Teams when necessary.
• Organize and oversee the data intake queue to ensure that all deadlines are being met.
• Assist with data intake tasks such as data inventory, downloading, and uploading data.
• Adhere to Nextpoint’s physical media handling process (chain of custody documents, receipt and return of shipments, etc).
• Track and monitor repetitive support inquiries and escalate the need for additional support topics and/or product enhancements to limit the support load.
• Collaborate with other service team members to assist with ad-hoc projects
• Analyze data from Zendesk to determine specific areas in need of a different support approach. 
• Develop/contribute to support articles/videos and other training materials around topics in need of increased support and new feature releases. 
• Automate responses to routine support requests and develop systems to increase the efficiency of requests involving additional Nextpoint staff. 
• Collect data around software bugs and new feature requests to help prioritize the work of our developers. 
• This role will be part of an on-call rotation for periodic after hours and weekend support (approximately once every two months)

Qualifications:

• Bachelor’s Degree: in Engineering, Technology, Business, Legal or related fields; or significant relevant experience.
• 2 years of experience of eDiscovery, digital forensics, or technical support experience preferred
• Technical troubleshooting skills to understand and address data file issues, identify and navigate network problems, and diagnose various technical issues.
• Familiarity with file formats and document types from macOS and Windows applications and utilize third-party software to perform conversions when necessary 
• Advanced skills with Excel (vlookups, macros, etc.). Experience using formulas in Excel to manipulate data.
• Experience with a support/ticketing/PM system such as Zendesk or Jira strongly preferred
• Ability to accurately determine a client’s requirements and take ownership of client requests.
• Strong communication skills (written and verbal)
• Proven aptitude for working within tight deadlines and a fast paced environment
• High attention to detail, excellent organization, and client-service orientation skills.
• Has been vaccinated or will soon be vaccinated for Covid-19