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

Qualifications

• Early/Late shifts and on-call could be required of the qualified Technical Support Specialist staff
• Complete all daily tasks and projects
• Track time daily

Expectations

• 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

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.

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.

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.