AddressNuix 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.
We collaborate to provide innovative solutions for more than 2,000 customers in over 75 countries. Our customers include many of the world's top financial institutions, corporations and government departments, all major global regulatory agencies, leading security and law enforcement agencies, and all tier-one advisory firms and litigation support vendors.
We offer a truly unique place to work, with passionate people who believe in our vision and mission, and exciting opportunities for those who seek them. Are you ready to be part of a global team that is changing how eDiscovery, information governance, forensic and electronic investigations are being conducted around the world?
Benefits
- 2 x Wellbeing Leave Days
- ZenDay Wellness Hour - an hour in your calendar to prioritise your wellbeing
- Massage Therapy Sessions - 15 minute professional massages in each office!
- Feel Good FriYAY - disconnect a little early at 3pm on Fridays
- 2 x days per day for volunteering
- Financial Education Sessions
Key Responsibilities
As a Product Support Specialist, you will be responsible for providing technical support to customers who use Nuix software. 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 collaborating with internal stakeholders across Technology, Product and Sales to ensure we consistently deliver customer-focused outcomes and resolutions.
Responsibilities:
- Provide technical support to customers via ticketing system, phone, and chat
- Investigate and resolve technical issues related to our Nuix products
- Collaborate with cross-functional teams, including engineering, product management, and sales, to identify and resolve customer issues
- Take ownership of support tickets from initial triage, through to resolution
- 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
- Tertiary qualification in Computer Science or related field, or relevant experience
- 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
- ITIL v4 certified and practicing.
Desirable:
- Experience in ServiceNow
- Experience in Software Delivery lifecycle
- Experience in Elasticsearch
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
- TAKEOWNERSHIP_AND FOLLOW UP
- RESILIENT_WE LEARN FROM THE PAST AND ARE OPTIMISTIC ABOUT TOMORROW
- UNAFRAID_TO DO THE RIGHT THING, QUICKLY
- TEAM NUIX_FIRST AND FOREMOST
- HERO OUR CUSTOMERS_AND INNOVATE FOR THEM
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.
Nuix is an Equal Opportunity Employer
