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Posting Type
Remote
Job Overview
The Technical Support Specialist provides technical support aligned with a specific product vertical to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems. You will have frequent phone and email interaction with our customers and require the development of in-depth technical product, SQL, network and server knowledge and exceptional customer service skills.On a daily basis, the Technical Support Specialist creates, resolves, and maintains tickets, while working within their product vertical to resolve issues and escalate tickets to other teams and verticals. It is essential that the Technical Support Specialist 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 to the Manager of Product Support. The working hours are a 9-hour Sunday-Thursday shift ranging from 1pm-12am CST with a 1-hour meal break, and the evening shift offers a compensation differential.
Job Description and Requirements
Your Role in Action: Technical Skills/Responsibilities
- Use SQL applications and tools to run basic SQL queries
- Respond to client questions, problems, and work requests on a daily basis
- Develop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customers
- Partner with senior level team members as needed to troubleshoot and resolve customer incidents
- Have or develop the experience to capably perform the Technical Support Specialist position responsibilities
Policy and Procedure Skills
- Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving 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 on a timely basis
- Provide responsive support to clients during normal shift 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 Technical Support Specialist staff
- Complete all daily tasks and projects
- Track time daily
Expectations of the Role
- Is flexible to work a 9-hour Sunday-Thursday shift ranging from 1pm-12am CST with a 1-hour meal break, on-call schedule, or other time frames specified by management
- Able to work an 8/9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding
- Provide excellent customer service using the communication methods designated by Relativity
- Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries
- Meet identified goals regarding customer service tech support metrics
- Commitment to and consistent demonstration of core company values
Your Skills
- 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 committed to competitive, fair, and equitable compensation practices.
This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.
The expected salary range for this role is between following values:
$54,000 and $80,000The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.
Required Skills:
Application Management, Database Management, Project Management, Requirements Gathering, Software Development, Software Development Life Cycle (SDLC), Structured Query Language (SQL), System Implementations, Systems Analysis, Technical SupportSimilar Jobs
What We Do
At Relativity, we build innovative and comprehensive tools for making sense of unstructured data. When more people can find the facts in mountains of documents, emails, and texts, more legal and data-centric matters can be resolved equitably. Join us in our mission to help our customers organize data, discover the truth, and act on it. Relativity makes software to help users organize data, discover the truth and act on it. Its SaaS product, RelativityOne, manages large volumes of data and quickly identifies key issues during litigation and internal investigations. Relativity has more than 300,000 users in approximately 40 countries serving thousands of organizations globally primarily in legal, financial services and government sectors, including the U.S. Department of Justice and 198 of the Am Law 200. Relativity does not tolerate racism or discrimination of any kind. We do not accept unfair treatment of any person or group of people. We’re committed to advocating for change to make our world a more inclusive, just place.
Why Work With Us
We believe in our team members and we want to help you own your career as part of a community of values-driven people who help customers around the world solve complex data challenges. At Relativity, you’ll take on challenging work, but you’ll also partner with talented colleagues and pursue plenty of learning and development opportunities.
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