Technical Support Specialist

Posting Type

Remote

Job Overview

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.

Job Description and Requirements

Your Role in Action: Technical Skills/Responsibilities

• Use SQL applications and tools to run basic SQL queries

• Respond tocustomerquestions, problems, and work requestson a daily basis

• Develop anexpertisein 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 theTechnical Support Specialistposition responsibilities

Policy and Procedure Skills

• Followappropriate proceduresfor creating, categorizing, updating, escalating, transitioning, and resolving tickets. Attention to proper detail when coding and documenting tickets is essential foraccuratereporting andmaintaininghistorical ticket data

• Monitor assigned open tickets, contact customers, and update tickets ona timelybasis

• Provide responsive support tocustomers during normal shift hours, when scheduled for early and late shifts, and asidentifiedfor on-call or as requested by management. Early/Late shifts andon-callcould berequired ofthe qualifiedTechnical Support Specialiststaff

• Complete all daily tasks and projects

• Track time daily

Expectations of the Role

• Provide excellent customer service using the communication methodsdesignatedby Relativity

• Flexible to work a9-hourMonday-Friday overnightshift from11pm-8amCST with a 1-hour meal break, on-call schedule, or othertime framesspecified 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 goalsregardingcustomer 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 supportingcustomers 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 $80,000

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