What are the responsibilities and job description for the Technical Support Specialist position at Nuix?
Technical Support Specialist
Department : Technology
Employment Type : Permanent - Full Time
Location : Herndon (USA)
Description
Nuix creates innovative software that empowers organisations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence across the globe
We provide innovative solutions across eDiscovery, information governance, forensic and electronic investigations for more than 2,000 customers in over 75 countries. Our customers include top financial institutions, corporations and government departments, all tier-one advisory firms; and litigation support vendors.
What you will be doing :
As a SaaS Technical Support Specialist, you will be responsible for providing technical support to customers who use Nuix software as part of the product team. You will work closely with our product development team to identify and resolve technical issues, as well as communicate with customers to ensure they have a positive experience using our product. The role is also responsible for :
Location :
This position will be based in our Herndon office. The candidate is required to attend the office a minimum of 3 days per week but may voluntarily elect to work either remotely or from the Herndon office for the remaining days of the week.
Key Responsibilities
- Provide technical support to customers via email, phone, and chat
- Investigate and resolve technical issues related to our Nuix products
- Collaborate with the product engineering teams to identify, troubleshoot, and resolve complex technical issues
- Document technical issues and resolutions in a knowledge base to improve efficiency and effectiveness of future support
- Provide technical support for the sales process
- Assist customers with eDiscovery and investigative activities
- Continuously improve product support processes and procedures
- Communicate with customers to gather feedback, understand their needs, and provide product recommendations
Skills, Knowledge and Expertise
Desirable :
We strive to make any required adjustments where possible to make the process fair and equitable for everyone. Please reach out to alexis.losasso@nuix.com. if you need any accommodations throughout the interview process.
Nuix is an equal opportunities employer. Don't let imposter syndrome hold you back! We welcome all applications and are a flexible employer.
ABOUT US :
Nuix is on an incredible journey of transformation, aligning our strengths with our ambitions to pursue greater opportunities. To find out more about who we are and what we are doing, please visit our web page.
https : / / www.nuix.com /
As we expand our global team and extend our skills and expertise, we are unified as one Nuix team guided by our shared values.
Nuix Vision
Finding Truth in a Digital World.
Nuix Mission Statement
Nuix creates innovative software that empowers organizations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence.
Nuix Values
We believe in these principles and seek to weave them into the fabric of our daily work at Nuix. In doing so, we co-create a dynamic and purposeful company culture that we can be proud of and want to belong to.
