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, as well as engaging with customers through frequent phone and email communications.

• 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.
• 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.

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. 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.

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.