Technical Support Specialist - Evening

Relativity

8d•$54,000 - $80,000•Hybrid

About The Position

The Application Analyst in Customer Support plays a pivotal role at Relativity, offering specialized technical support across a specific product vertical. Catering to both our technical and non-technical customer base, this role demands adeptness in diagnosing, troubleshooting, and resolving sophisticated software and network-related issues. The Application Analyst will engage with customers through frequent phone and email communications, necessitating strong customer service skills and an understanding of SQL, network and Windows platforms, and strengthening Relativity knowledge. 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.

Requirements

Demonstrates initiative in acquiring new skills in SQL, the Relativity platform, and troubleshooting routine technical issues.
Develops knowledge of Relativity products in assigned vertical.
Has basic knowledge of standard procedures and workflows.
Holds Relativity certifications as applicable.
Commitment to providing exemplary customer service as guided and outlined in SLAs.
Proven customer support experience, ideally within a tech or SaaS environment.
Customer-focused approach with a growing understanding of customer expectations and perspectives.
Can solve basic problems with known strategies to prevent problems.
Documents issues and resolutions accurately, uses knowledgebase articles frequently for resolution.
Ability to manage and prioritize multiple tickets of technical complexity with guidance.
Demonstrates commitment to the Relativity’s Core Values, contributing to a positive and collaborative team environment.
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

Nice To Haves

Relativity Professional Title (RelativityOne Certified Professional and RelativityOne Review Professional) within 6 months of start date.

Responsibilities

Handle incoming customer requests; responding to information requests, fulfilling service requests, and performing triage and routine troubleshooting for incoming incidents.
Develop expertise in the company's products and services, proactively aiding customers and partnering with senior team members for resolving complex incidents.
Efficiently create, categorize, update, escalate, and resolve tickets while ensuring accurate documentation in Salesforce for historical data and reporting accuracy.
Maintain responsive communication with customers, adhering to service level agreements and updating tickets promptly.
Work collaboratively with team members across different verticals for quality service delivery and inform management about significant issues affecting performance, customer perception, and project progress.