Technical Support Specialist - Weekend - Government

Relativity

10d•$54,000 - $80,000•Remote

About The Position

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 Product Support. This position is not aligned to a specific product area and will support multiple areas as needed. The working hours are 4x10-hour shifts: Saturday, Sunday, Tuesday, Wednesday (9:00 AM – 8:00 PM CST) with 1-hour lunch break, and this 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.

Requirements

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
U.S. citizen
Able to obtain a Public Trust clearance
Database Management
Documentations
Information Security
Project Management
Requirements Gathering
Software Development
Structured Query Language (SQL)
System Implementations
Technical Support
Vendor Management

Nice To Haves

Travel 10% of the time

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 share this knowledge with customers
Partner with senior level team members as needed to troubleshoot and resolve customer incidents
Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets
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
Complete all daily tasks and projects
Track time daily
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
Consistent demonstration of core company values