Job Details

Posting TypeRemoteJob OverviewThe 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 RequirementsYour Role in Action: Technical Skills/ResponsibilitiesUse SQL applications and tools to run basic SQL queriesRespond tocustomerquestions, problems, and work requestson a daily basisDevelop anexpertisein company products and services and the initiative to take an active role in sharing this knowledge with customersPartner with senior level team members as needed to troubleshoot and resolve customer incidentsHave or develop the experience to capably perform theTechnical Support Specialistposition responsibilitiesPolicy and Procedure SkillsFollowappropriate proceduresfor creating, categorizing, updating, escalating, transitioning, and resolving tickets. Attention to proper detail when coding and documenting tickets is essential foraccuratereporting andmaintaininghistorical ticket dataMonitor assigned open tickets, contact customers, and update tickets ona timelybasisProvide 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 SpecialiststaffComplete all daily tasks and projectsTrack time dailyExpectations of the RoleProvide excellent customer service using the communication methodsdesignatedby RelativityFlexible to work a9-hourMonday-Friday overnightshift from11pm-8amCST with a 1-hour meal break, on-call schedule, or othertime framesspecified by managementAble to work an 8/9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboardingDemonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queriesMeet identified goalsregardingcustomer service tech support metricsCommitment to and consistent demonstration of core company valuesYour SkillsCustomer support experienceCustomer-focused and ability to understand expectationsDirect experience supportingcustomers as a primary contact or lead using phone and emailExperience troubleshooting complex issuesSQL and Windows platform experienceTravel 10% of the timeRelativity 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 betweenfollowing 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 Support