Technical Support Specialist - Weekday Overnight - Government

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

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

Expectations of the Role

• Able to work an 8/9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding
• Able to work an overnight shift from 11pm-8am CST with a 1-hour meal break, on-call schedule, or other time frames specified by management
• Track time daily

Required 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

• Committed to competitive, fair, and equitable compensation practices
• The expected salary range for this role is between $54,000 and $80,000

Pay

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.

Schedule

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.