Future Opportunity - Technical Support Specialist - Weekend Shift (Remote)

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Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer flexible work arrangements?
The Application Analyst provides the first line of support for our existing and potential clients. You will have frequent phone and email interaction with our clients and requires the development of in-depth technical product, SQL, network and server knowledge and exceptional customer service skills.
This is a weekend shift Application Analyst, working the hours of 8am-8pm CST on Sat, Sun, and Mon.
On a daily basis, the Application Analyst creates, resolves, and maintains tickets, while working with Application Specialists to resolve issues and escalate tickets to other teams. It is essential that the Application Analyst maintains accurate records of all activities and interactions in Salesforce and responds to clients within identified service level agreements. You will inform management of important issues regarding personnel, performance, client perception, and project statuses, and work with colleagues to ensure quality service. This role will report into the Manager of Customer Support.
Your Role in Action: Technical Skills
    • Use SQL applications and tools to run basic SQL queries
    • Respond to client questions, problems, and work requests on a daily basis
    • Have or develop the experience to capably perform the Application Analyst position responsibilities

Policy and procedure Skills
    • Follow appropriate procedures for creating, scrubbing, updating, escalating, transitioning, and closing tickets. Attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data
    • Monitor assigned open tickets, contact customers, and update tickets, according to the CSOP
    • Work with team in the U.S. to provide extended global support hours
    • Provide responsive support to clients during normal business hours, when scheduled for early and late shifts, and as identified for on-call or as requested by management. Early/Late shifts and on-call could be required of the qualified Application Analyst staff
    • Complete all daily tasks and projects
    • Track time daily

Expectations of the Role
    • Provide excellent customer service using the communication methods designated by Relativity
    • Is flexible to work any shift, on-call schedule, or other time frames by management
    • Learn new skills and take on challenging projects
    • Meet identified goals regarding client service tech support metrics

Your Skills
    • Available to work weekend shift
    • Customer support experience
    • Client-focused and ability to understand expectations
    • Direct experience supporting clients as a primary contact or lead using phone and email
    • Experience troubleshooting complex issues
    • SQL and Windows platform experience
    • Travel 10% of the time

Relativity is a diverse workplace with different skills and life experiences-and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify.
Benefit Highlights:
Comprehensive health, dental, and vision plans
Parental leave for primary and secondary caregivers
Flexible work arrangements
Two, week-long company breaks per year
Unlimited time off
Long-term incentive program
Training investment program
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
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Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • SqlLanguages
    • AzureLanguages
    • ChefLanguages
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    • KubernetesLanguages
    • DockersLanguages
    • Node.jsFrameworks
    • AureliaFrameworks
    • SQLDatabases
    • LinuxDatabases
    • AsanaManagement
    • JIRAManagement

An Insider's view of Relativity

How does your team reward individual success?

Rewarding success is one of my favorite parts of my role. Formally through annual bonus plans, thank you notes in our HR system and of course through promotions. I also like to submit nominations to be recognized at company meetings and spotlights in department newsletters. We move fast at Relativity it’s nice to slow down and just say thanks!

Jessica

Operations Manager, Customer Success and Support

How do you collaborate with other teams in the company?

On the Certification team, I develop exams and study content for our end users. To ensure that our exams are valid, I work with almost every team embracing their expertise and industry knowledge into the development process. It takes continuous interdepartmental collaboration to keep exam content accurate as the Relativity platform evolves.

Sean

Certification Specialist

How has your career grown since starting at the company?

As an Application Support Specialist, I have increased my technical knowledge in SQL database management, Network Administration, and Server Infrastructure. Prior to coming to Relativity, I had zero knowledge of e-Discovery, and now provide On-site training to our clients teaching them about the various e-Discovery tools Relativity has to offer.

Kamal

Application Specialist II

What are some social events your company does?

Our annual user conference, Relativity Fest, is such a tremendous opportunity to get one on one face time with our partners. Fest draws 2,000 platform users and practitioners from all different facets of the industry and being able to connect with them and hear their stories is extremely powerful.

Michael

Platform Account Manager

What are Relativity Perks + Benefits

Relativity Benefits Overview

We offer a competitive set of benefits and perks from great insurance, to unlimited time off and a zen room!

Culture
Volunteer in local community
We support local organizations through employee-nominated monthly grants and provide a large grant annually to schools within our community. See more: https://www.relativity.com/about-us/giving-back/
Partners with Nonprofits
We work with several organizations such as: Cradles to Crayons, Embarc, Year Up, Greater Chicago Food Depository, Best Buddies, MakerGirl, Latinas in Tech, NSBE, Anita B.Org - and more!
Friends outside of work
Eat lunch together
Intracompany committees
Our community resource groups: Black at Relativity, Relativity Women of the Workplace, RelAsians, Relativity Pride, Faces of Relativity, and RelMind.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Bonuses are based on a combination of how the company performs as well as how the individual performs.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
At Relativity, we focus on and measure the quality of our team members’ output, not where and when they work. See the "Additional Perks & Benefits" section for more information.
Remote Work Program
Family Medical Leave
Restricted work hours
In the U.S., we have formal breaks where the office closes between 12/25 - 1/1 and new in 2020, the week of the 4th of July as well!
Company sponsored family events
We have an annual summer picnic where all employees are encouraged to bring family members.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Tax-free transportation opportunities.
Company Outings
We have our annual Summer Jam (picnic that includes friends and family), our User Conference - RelativityFest, and a holiday party each year.
Game Room
Our Cafe houses ping-pong, foosball, and a variety of arcade games - including Killer Queen (a multi-player game that is one of few in the country).
Stocked Kitchen
We have tea, coffee (including fancy espresso machines), a variety of LaCroix, soda, and many other things. We also have fresh fruit delivered twice a week in our pantry areas.
Some Meals Provided
Meals are often provided during morning or afternoon training sessions. There is also always plenty of leftover food from such meetings that employees can dive into after the attendees are finished.
Happy Hours
Different for each team, but always a great time!
Parking
Recreational Clubs
Several Intramural Sports Teams (kickball, softball, volleyball, etc.), Vertikal (climbing group), Movie Night, Gaming Groups, and several more.
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
To support an employee’s learning and development journey, Relativity offers access to on-demand training and certifications, internal expert-led courses and demos, and funding for external learning
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
The Relativity Certified Administrator Exam

Additional Perks + Benefits

At Relativity, we focus on and measure the quality of our team members’ output, not where and when they work. Our philosophy translates to two work practices applied to teams that can support them.*
• Agile work hours: A team member’s shifting their everyday schedule by starting early/later or working in time blocks that fall outside the “typical” working hours to meet personal needs
• Agile workplace: Telecommuting to work on a semi-regular or regular basis**
*Due to the nature of some teams' responsibilities and structure, members may not have such flexibility.
**Telecommuting on a regular (full-time) basis is limited to the country/region in which you are employed and subject to manager approval.

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