Technical Support Specialist - Evening

Job Description

The Application Analyst in Customer Support at Relativity is responsible for providing specialized technical support 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 while working within their product vertical to resolve issues and escalate tickets to other teams and verticals.
• Maintain accurate records of all activities and interactions in Salesforce and respond to clients within identified service level agreements.
• Inform management of important issues regarding personnel, performance, client perception, and project statuses, and work with colleagues to ensure quality service.

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.
• Commitment to Values: Demonstrates commitment to the Relativity’s Core Values, contributing to a positive and collaborative team environment.

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

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.