Junior Support Specialist

| Chicago
Send an email to [email protected] with the subject line of ‘Junior Support Specialist.‘ Include why you are interested in Heretik with resume and/or LinkedIn profile link attached.
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About Heretik:

Heretik is a machine learning solution that removes risks, meets obligations, and realizes opportunities within contracts. Built on top of Relativity, firms are able to extend their favorite e-Discovery tool to corporate transaction teams; 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 machine-learning 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
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Send an email to [email protected] with the subject line of ‘Junior Support Specialist.‘ Include why you are interested in Heretik with resume and/or LinkedIn profile link attached.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • AngularticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ZeplinDesign
    • productboardManagement
    • Microsoft VSTSManagement
    • AirtableManagement
    • WordpressCMS
    • SalesforceCRM
    • AirtableCRM
    • MailChimpEmail
    • MicrosoftEmail

Location

205 W Wacker Dr, Chicago, IL 60605

An Insider's view of Heretik

What's something quirky about your company?

We are extremely proud of our one-of-a-kind Heretik on-boarding process. Every new hire or guest speaker we host is introduced to the team with a 'Walk Up Song' and a custom Mad Lib. It's a fun way to learn more about each other ... and usually leads to some hilarious inside jokes!

Sarah

Director of Marketing

What projects are you most excited about?

Heretik is solving interesting problems, finding some great success, and has a great learning culture. The next year’s challenges have me the most excited. I’m excited to be a part of the growth of the company, the challenges that will bring, and I believe in the vision of the company.

Sam

Software Engineer

How does the company support your career growth?

Working at Heretik gives me invaluable exposure to projects that have helped me grow tremendously as a sales professional.

Mitch

Business Development Manager

What is your vision for the company?

Heretik’s company vision is to empower professionals to thrive at their trade. Every day, we strive to build solutions that remove necessary, but extremely mundane, parts of their job and allow people to spend their time focused on what they are truly passionate about.

Charlie

Co-founder & CEO

What does your typical day look like?

My day typically segments into a few buckets: strategic research on the market, customer problems/workflows, & where our product should go; lockstep collaboration with UX, Engineering, & Data Science to make the right product decisions;
constant communication with Sales & Marketing to make sure we’re all telling the same great stories.

Rishi

Director of Product

What are Heretik Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
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Send an email to [email protected] with the subject line of ‘Junior Support Specialist.‘ Include why you are interested in Heretik with resume and/or LinkedIn profile link attached.
Apply now
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