Technical Support Specialist - Weekday Overnight - Government
Job Description
Your Role in Action: Technical Skills/Responsibilities
- 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
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 customers during normal shift hours, when scheduled for early and late shifts, and as identified for on-call or as requested by management
Requirements
Skills
- Customer support experience
- Customer-focused and able to understand expectations
- Direct experience supporting customers as a primary contact or lead using phone and email
- SQL and Windows platform experience
Qualifications
- 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
Benefits
The working hours are Monday to Friday 11:00 PM to 8:00 AM Central US (United States) Time, and the weekday overnight shift offers a compensation differential.
This role will report to the Manager of Customer Support.
Due to specific customer 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.
Obtaining Public Trust clearance offers an additional compensation differential.
Travel 10% of the time
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.
Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.