Technical Support Specialist - Weekday Overnight - Government

Technical Support Specialist

The Technical Support Specialist provides technical support 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 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 customers within identified service level agreements. You will inform management of important issues regarding personnel, performance, customer perception, and project statuses, and work with colleagues to ensure quality service. This role will report to the Manager of Customer Support. The working hours are Monday to Friday 11:00 PM to 8:00 AM Central US (United States) Time, and the weekday overnight shift offers a compensation differential. Due to specific customer contract requirements, this position requires that the successful candidate be a U.S. citizen. As a condition of your role supporting the RelativityOne Government product, you are required to obtain a Public Trust clearance. The process for obtaining the Public Trust clearance will be handled by the federal government and could include additional background screening regarding criminal history, drug use, financial records, and a character assessment. If you are unable to obtain the Public Trust clearance, you will be unable to work on the RelativityOne Government product, and your employment, if still in effect, may be terminated. Obtaining Public Trust clearance offers an additional compensation differential.

Your Role in Action: Technical Skills/Responsibilities

• Use SQL applications and tools to run basic SQL queries
• Respond to customer 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 customers 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

• Provide excellent customer service using the communication methods designated by Relativity
• Flexible to work a 9-hour Monday-Friday overnight shift from 11pm-8am 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
• 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
• Customer-focused and ability to understand expectations
• Direct experience supporting customers 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 $54,000 and $80,000. The 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 Support