Technical Support Specialist - Evening
Job Description
The Application Analyst in Customer Support at Relativity is responsible for handling technical support and troubleshooting across a specific product vertical. This role requires adeptness in diagnosing, troubleshooting, and resolving sophisticated software and network-related issues. The analyst engages with customers through frequent phone and email communications, necessitating strong customer service skills and an understanding of SQL, network and Windows platforms, and Relativity knowledge.
- Create, resolve, and maintain tickets related to the assigned product vertical.
- Work collaboratively with team members across different verticals to ensure quality service delivery.
- Inform management of important issues regarding personnel, performance, client perception, and project statuses.
- Respond to clients within identified service level agreements.
Requirements
- Technical Proficiency:
- Demonstrates initiative in acquiring new skills in SQL, the Relativity platform, and troubleshooting routine technical issues.
- Develops knowledge of Relativity products in assigned vertical.
- Holds Relativity certifications as applicable.
- Customer Service Excellence:
- 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.
- Analytical & Problem-Solving:
- Can solve basic problems with known strategies to prevent problems.
- Documents issues and resolutions accurately, uses knowledgebase articles frequently for resolution.
- Time Management:
- Ability to manage and prioritize multiple tickets of technical complexity with guidance.
- Certifications:
- Preferred attainment of Relativity Professional Title (RelativityOne Certified Professional and RelativityOne Review Professional) within 6 months of start date.
Pay
This role 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.