Junior Support Specialist

About Heretik:

Heretik is a lightweight, deployable application that seamlessly integrates into your Relativity instance. Our contract review solution enables Relativity users to extend their favorite e-Discovery tool to corporate transaction and regulatory response use cases, enhancing best practices with minimal disruption.

From inception, we’ve prioritized cutting-edge machine learning technology along with workflow capabilities to allow users to take immediate action on their contract data. Whether managing massive M&A transactions, comparing messy employment agreements, or extracting critical data in bespoke contracts, our solution reduces days or weeks of work to minutes. The results? More accurate bids, better win rates, larger capacity to manage contracts, and expanded footprints within key accounts.

What You Will Contribute:

As a Junior Support Specialist, you will ensure the customer experience with Heretik is smooth and efficient. You will be supporting the customer with installations, troubleshooting, and documentation while also documenting and communicating relevant information back from our clients to ensure alignment within the organization.

  • Respond to customer support tickets and managing the resolution
  • Manage and prioritize multiple requests across our client base
  • Accurately set expectations with clients based on their requirements
  • Test workflows and requirements from customer projects
  • Work closely with customer success team on supporting our clients
  • Document client feedback and product issues

Job Responsibilities:

  • Execute customer service policies and procedures, including service levels across categories of severity
  • Plan, prioritize, and delegate work tasks to ensure you are able to achieve your objectives
  • Educate the team on new use cases and workflows from your clients
  • Ensure the necessary resources and tools are available for quality customer service delivery
  • Review customer tickets and feedback
  • Track customer ticket resolution and prioritization
  • Handle complex and escalated customer service issues
  • Liaise with sales & product management departments to support and implement growth strategies
  • Coordinate and manage customer service projects and initiatives, which may be cross-departmental

Required Skills:

  • College degree preferred or 2+ years of experienced in a professional work environment
  • Experience and proficiency in Microsoft Office
  • Highly organized, with excellent time-management and multi-tasking skills
  • Excellent oral and written communication skills
  • Loves technology and are curious on how successful companies leverage technology to become the best in their industry

Preferred Skills:

  • Experience with enterprise software tools like Salesforce, JIRA, and Intercom
  • Basic SQL knowledge

To Apply:

Send an email to careers@heretik.com with the subject line of ‘Junior Support Specialist.‘ Include why you are interested in Heretik with resume and/or LinkedIn profile link attached.

Benefits:

JOB TYPE:

Full-time

LOCATION:

Chicago, IL

EXPERIENCE LEVEL:

+2 years

EDUCATION LEVEL:

BA/BS

  • Vision Benefits
  • Health Insurance Benefits
  • Dental Benefits
  • Flexible Spending Account (FSA)
  • Onsite Gym
  • Company Equity Program
  • Performance Bonuses
  • Flexible Work Schedule
  • Remote Work Program
  • Generous PTO
  • Paid Holidays
  • Paid Sick Days
  • Casual Dress Code
  • Company Outings
  • Commuter Benefits
  • Stocked Kitchen
  • Some Meals Provided
  • Happy Hours
  • Recreational Clubs
  • Job Trainings & Conferences