Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowFirst seen 5 hours ago

Product Support Specialist

Nextpoint3 open roles

Where
Chicago, IL
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowProduct Support SpecialistNextpoint · Chicago, IL

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Nextpoint's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.1%30 days
This job: first seen 5 hours ago

The posting

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 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

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.

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.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Nextpoint's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Nextpoint's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Nextpoint's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.