Technical Support Specialist - Government
About the role
The Technical Support Specialist provides technical support aligned with a specific product vertical to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems. You will have frequent phone and email interaction with our customers and require the development of in-depth technical product, SQL, network and server knowledge and exceptional customer service skills.
Responsibilities
- Create, resolve, and maintain tickets while working within your 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
- Work with colleagues to ensure quality service
- 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 take an active role in sharing this knowledge with customers
- Partner with senior level team members as needed to troubleshoot and resolve customer incidents
- Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets, with attention to proper detail when coding and documenting 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
- Complete all daily tasks and projects
- Track time daily
Requirements
- Due to specific client contract requirements, this position requires that the successful candidate be a U.S. citizen
- As a condition of your role supporting the RelativityOne Government product, you are required to obtain a Public Trust clearance. The process for obtaining the Public Trust clearance will be handled by the federal government and could include additional background screening regarding criminal history, drug use, financial records, and a character assessment. If you are unable to obtain the Public Trust clearance, you will be unable to work on the RelativityOne Government product, and your employment, if still in effect, may be terminated
- Obtain Public Trust clearance within the defined timeline provided by management
- Flexible 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
- Travel 10% of the time
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
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
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. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.
Schedule
Monday-Friday with a 9-hour shift ranging from 7am-7pm Central US Time. This position is also eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.
This response is AI-generated, for reference only.