Technical Support Specialist - Weekday Overnight - Government

Job Description

Your Role in Action:

• Use SQL applications and tools to run basic SQL queries
• Respond to customer 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

Policy and Procedure Skills:

• 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 customers 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

Expectations of the Role

• Provide excellent customer service using the communication methods designated by Relativity
• Able to work an 8/9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding
• 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

• Customer support experience
• Customer-focused and ability to understand expectations
• Direct experience supporting customers as a primary contact or lead using phone and email
• SQL and Windows platform experience

Relativity

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.