Product Support Representative

Position: Product Support Representative

Reports To: Director, Customer Success

Location: Chicago, IL

Job Overview

As a Product Support Representative, you will play a pivotal role in delivering top-tier support to our valued partners. You'll engage with inbound support requests, ensuring every interaction is handled with empathy and professionalism. Efficiently managing and prioritizing a caseload of simultaneous requests, you'll issue code and document resolutions, taking ownership of each customer's support journey. Your contributions to self-service materials and post-mortem analyses of challenging interactions will enhance our overall customer support experience. Strong communication, problem-solving, and organizational skills, along with a technical aptitude, are key attributes for success in this role. If you think this role sounds like a good fit for you, we invite you to join our team and advocate for our partners' success.

From your seat in our beautiful office in downtown Chicago, you will have access to many teammates to help respond to clients timely. Our office is in the heart of the loop with very convenient access to all major public transportation lines. Please note that we are onsite with a traditional five-day workweek schedule. This is a fully in-person role.

Responsibilities & Duties

• Respond to inbound support requests with empathy and professionalism.
• Manage and prioritize a support caseload of simultaneous inbound requests.
• Issue code (tag) and close every conversation when issues are resolved.
• Own the outcome of assigned customer support cases.
• Contribute to self-service materials, including updating/developing FAQ articles, creating walk-through videos, and answering bots.
• Prepare post-mortem/retrospective analysis of challenging customer interactions to share with the rest of the team.
• Work with internal partners in Product/Design to advocate for customers through collection, analysis, and reporting on quantitative and qualitative customer support metrics.

Characteristics

• Strong written and verbal communication skills.
• Able to effectively prioritize multiple demands while remaining cool under pressure.
• Demonstrated ability to manipulate and organize data in Excel and text editors.
• Demonstrated technical aptitude and determination to solve complex problems.
• Strong team player.
• Strong organizational skills.

Education & Experience

• Bachelor's degree required.
• 2+ years of experience working with eDiscovery software as an administrator/project manager is strongly preferred.

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.

Hiring Policy

Reveal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reveal does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
Reveal considers candidates with existing visas, but does not sponsor new visa applications.