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# Product Support Specialist

- **Company:** Nextpoint, Inc.
- **Location:** Chicago, IL, United States
- **Experience:** Experienced
- **Salary:** $60,000.0 - $65,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Microsoft Windows, Data Analysis, Apple Mac Systems, JIRA, Law Practice Management Software, Software as a Service, Data Files, Digital Forensics, Software Engineering, Macros, Data Strategy, Zendesk
- **Published:** October 27, 2026
- **Apply:** https://www.careerbuilder.com/job-details/product-support-specialist-chicago-il--45ccf02f-1629-4ced-a6a8-c3d3ae0129c6

## About the Role

Product Support, Product Support, Case Management, Litigation, Legal, Problem Solving Skills, Startup, Customer Satisfaction, Customer Support/Service, Establish Priorities, * 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

## Description

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 escalate 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