Product Support Professional
2 weeks ago
We are seeking a skilled Product Support Specialist to join our team at Nuix. In this role, you will provide technical support to our customers who use our software solutions.
As a Product Support Specialist, you will work closely with our product development team to identify and resolve technical issues. You will also communicate with customers to ensure they have a positive experience using our product.
The key responsibilities of this role include:
- Providing technical support to customers via email, phone, and chat
- Investigating and resolving technical issues related to our Nuix products
- Collaborating with the product engineering teams to identify, troubleshoot, and resolve complex technical issues
- Documenting technical issues and resolutions in a knowledge base to improve efficiency and effectiveness of future support
- Providing technical support for the sales process
- Assisting customers with eDiscovery and investigative activities
- Continuously improving product support processes and procedures
- Communicating with customers to gather feedback, understand their needs, and provide product recommendations
To be successful in this role, you will need:
- A Bachelor's degree in computer science, engineering, or a related field
- 2+ years of experience in a technical support role for a SaaS product
- Strong knowledge of web technologies, such as HTML, CSS, and JavaScript
- Familiarity with cloud computing concepts and technologies, such as AWS, Azure, or Google Cloud Platform
- Experience working with RESTful APIs and command-line tools
- Excellent problem-solving and analytical skills
- Strong communication and customer service skills
- TIL v4 certified and practicing
- Experience in ServiceNow
Nuix is an equal opportunities employer, and we welcome all applications.
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