Product Support Specialist

At Neostella, our mission is simple: empower legal teams to work smarter, faster, and more reliably. We deliver advanced technology solutions and satellite team support that streamline operations, boost efficiency, and transform the way firms and corporate legal departments work day to day. We’re relentlessly customer-centric. Everything we do is in service of making our clients’ work easier and helping them deliver better experiences to their clients. We’re also a true team: supportive, scrappy, and always in it together. We believe in showing up for one another, rolling up our sleeves, and celebrating the wins. It’s who we are, and it’s how we help our customers succeed. Neostella is in hyper-growth mode, leveraging cutting-edge technology to solve real challenges for our clients. And we’re looking for driven, people-first professionals to help us scale with purpose and heart. As we continue to expand, we are seeking a Tier I Product Support Specialist to join our team!

The ideal candidate will serve as the first point of contact for product support, capable of prioritizing issues, responding promptly to different situations, and providing excellent customer service. They will also collaborate with internal teams to escalate and resolve more complex problems efficiently. Curious about what your day would look like as a Tier I Product Support Specialist? Check out the details below!

Key Responsibilities:

• Monitor, log, and categorize incoming support tickets.
• Use your experience across clients to provide suggestions for template solutions.
• Provide initial diagnosis and troubleshooting of application-related issues.
• Follow standard operating procedures (SOPs) to resolve common issues.
• Respond to user inquiries via email, chat, zoom or ticketing systems in a professional manner.
• Ensure that response and resolution times comply with established service level agreements (SLAs).
• Document troubleshooting steps and solutions in the knowledge base.
• Identify patterns in reported issues and flag potential system-wide problems.
• Assist users with basic Neodeluxe products configurations and settings.
• Work closely with Tier 2 and development teams to relay critical issues.
• Escalate issues when necessary to T2, using established support team protocols.
• Prioritize issues based on severity and impact.
• Participate in team meetings to discuss recurring problems and potential improvements.

Requirements

• Our procedures and products evolve rapidly and constantly, you must be an investigative person and self-taught in new processes.
• Excellent oral and written communication skills
• Minimum English proficiency at B2 level, preferably C1.
• Great relationship management skills - you’ll be working with multiple clients and internal teams all the time so you’ll need to be able to work with a lot of different personalities and people from different cultures.
• Customer service mentality and ability to handle stressful situations calmly.
• Ability to complete tasks assigned at a quick and accurate pace
• Collaboration and communication of status of tasks
• Experience using Filevine
• Ability to diagnose and troubleshoot common software issues systematically.
• Ability to analyze complex problems and propose effective solutions.
• Strong attention to detail when gathering issue-related information.

Nice-to-Have:

• Neostella Products Knowledge
• Experience using Zendesk, Jira is preferred
• Knowledge of monitoring tools (such as Coralogix, Nagios, New Relic, etc.).
• Experience in cloud environments (AWS, Azure, Google Cloud).
• Knowledge of agile methodologies (Scrum, Kanban).
• Technical background is preferred - have knowledge of code/software development and its general functionalities.
• Previous experience in IT support, helpdesk, or customer service roles is a plus.