Technical Support Specialist - Government

Job Description and Requirements

Your Role in Action:

• Use SQL applications and tools to run basic SQL queries
• Respond to client questions, problems, and work requests on a daily basis
• Develop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customers
• Partner with senior level team members as needed to troubleshoot and resolve customer incidents
• Have or develop the experience to capably perform the Technical Support Specialist position responsibilities

Policies and Procedures:

• Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets
• Monitor assigned open tickets, contact customers, and update tickets on a timely basis
• Provide responsive support to clients during normal shift hours, when scheduled for early and late shifts, and as identified for on-call or as requested by management

Expectations of the Role:

• Able to work a 9-hour Monday-Friday shift ranging from 7am-7pm CST with a 1-hour meal break, on-call schedule, or other time frames specified by management
• Able to work a 9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding
• Obtain Public Trust clearance within the defined timeline provided by management
• Provide excellent customer service using the communication methods designated by Relativity
• Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries
• Meet identified goals regarding customer service tech support metrics
• Commitment to and consistent demonstration of core company values

Skills and Qualifications

• Customer support experience
• Client-focused and ability to understand expectations
• Direct experience supporting clients as a primary contact or lead using phone and email
• Experience troubleshooting complex issues
• SQL and Windows platform experience
• Travel 10% of the time

Benefits

Relativity is committed to competitive, fair, and equitable compensation practices. This position 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.