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. This role involves frequent phone and email interaction with customers, requiring in-depth technical product knowledge, SQL, network and server expertise, and exceptional customer service skills.

Daily responsibilities include creating, resolving, and maintaining tickets, working to resolve issues, and escalating tickets to other teams as needed. The role requires maintaining accurate records of all activities and interactions in Salesforce and responding to customers within identified service level agreements.

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 regarding criminal history, drug use, financial records, and a 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 on a daily basis.
• 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, and track time daily.
• Provide excellent customer service using designated communication methods.
• Inform management of important issues regarding personnel, performance, customer perception, and project statuses.

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).
• Travel 10% of the time.

Schedule

Flexible to work a 4x10-hour shift: Saturday, Sunday, Tuesday, Wednesday (9:00 AM – 8:00 PM CST) with a 1-hour meal break. On-call and early/late shifts may be required. For the first 3 months of onboarding, the schedule will be an 8/9-hour Monday-Friday shift from 8:00 AM – 5:00 PM CST with a meal break.

Pay

This position is eligible for total compensation, including a competitive base salary, annual performance bonus, and long-term incentives. The expected salary range for this role is $54,000 to $80,000, with the final offered salary based on experience, skill set, qualifications, and internal pay equity.