Technical Support Specialist - Weekday Overnight - Government

Relativity · Oregon, United States · 3 wk ago

RemoteRemoteLegal$54k–$80k/yrFull-time

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
Have or develop the experience to capably perform the Technical Support Specialist position responsibilities

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

Provide excellent customer service using the communication methods designated by Relativity
Flexible to work a 9-hour Monday-Friday overnight shift from 11pm-8am CST with a 1-hour meal break, on-call schedule, or other time frames specified by management
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

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