Technical Support Specialist - Weekend - Government
About the role
The Technical Support Specialist provides technical support to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing, and debugging complex software and/or networked systems. You will have frequent phone and email interaction with customers, requiring in-depth technical product, SQL, network, and server knowledge, along with exceptional customer service skills.
This role reports to the Manager of Product Support and is not aligned to a specific product area; you will support multiple areas as needed. Due to specific customer contract requirements, this position requires U.S. citizenship. As a condition of supporting the RelativityOne Government product, you must obtain a Public Trust clearance, which includes background screening for criminal history, drug use, financial records, and character assessment. Obtaining this clearance offers an additional compensation differential.
Responsibilities
- Use SQL applications and tools to run basic SQL queries.
- Respond to customer questions, problems, and work requests daily.
- Develop expertise in company products and services and share this knowledge with customers.
- Partner with senior team members to troubleshoot and resolve customer incidents.
- Follow procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets with attention to detail.
- Monitor assigned open tickets, contact customers, and update tickets in a timely manner.
- Provide responsive support during normal shift hours, early/late shifts, and on-call as required.
- Complete all daily tasks and projects, tracking time accurately.
- Provide excellent customer service using designated communication methods.
- Inform management of important issues regarding personnel, performance, customer perception, and project statuses.
- Work with colleagues to ensure quality service and meet customer service tech support metrics.
- Demonstrate initiative to learn new skills and consistently uphold core company values.
Requirements
- Customer support experience with a customer-focused mindset.
- Direct experience supporting customers as a primary contact or lead via phone and email.
- Experience troubleshooting complex issues.
- SQL and Windows platform experience.
- U.S. citizenship (required for Public Trust clearance).
- Flexibility to work a 4x10-hour shift: Saturday, Sunday, Tuesday, Wednesday (9:00 AM – 8:00 PM CST) with a 1-hour meal break, including on-call availability.
- Ability to work an 8/9-hour Monday-Friday shift (8:00 AM – 5:00 PM CST) with a meal break for the first 3 months of onboarding.
- Travel up to 10% of the time.
Skills
- Database Management
- Documentation
- Information Security
- Project Management
- Requirements Gathering
- Software Development
- Structured Query Language (SQL)
- System Implementations
- Technical Support
- Vendor Management
Schedule
4x10-hour shifts: Saturday, Sunday, Tuesday, Wednesday (9:00 AM – 8:00 PM CST) with a 1-hour lunch break. On-call and early/late shifts may be required. For the first 3 months of onboarding, an 8/9-hour Monday-Friday shift (8:00 AM – 5:00 PM CST) with a meal break is required.
Pay
The expected salary range for this role is $54,000 to $80,000, with the final offer based on experience, skill set, qualifications, and internal pay equity. This position is eligible for total compensation, including a competitive base salary, annual performance bonus, and long-term incentives. Hiring at the top end of the range is not typical to allow for future salary growth.