Technical Support Specialist - Evening

Job Description

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.

Ticket Management

• 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.

Collaboration and Reporting

• 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.

Required Skills and Expectations

• 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. Has basic knowledge of standard procedures and workflows. 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. Commitment to Values: Demonstrates commitment to the Relativity’s Core Values, contributing to a positive and collaborative team environment.

Preferred Certifications

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

Compensation

• 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.