Application Support Analyst - SQL & Relativity

Relativity; Town of Texas (WI); Hybrid; USD 54,000 - 80,000; Full time

Job summary

Relativity is seeking an Application Analyst in Customer Support to provide specialized technical assistance across a product vertical. The role serves both technical and non-technical customers, diagnosing and resolving software and network issues, and maintaining tickets in Salesforce with timely updates.

You will work with the Manager of Product Support in a hybrid remote/wfh schedule, with a 9-hour shift from 1pm–2am CST and a meal break.

Qualifications

• Technical proficiency in SQL, Relativity platform, and troubleshooting.
• Strong customer service experience in tech or SaaS environments.
• Analytical and problem-solving skills with documentation in knowledge bases.
• Time management to prioritize multiple tickets with guidance.
• Relativity product knowledge and willingness to obtain certifications within 6 months.

Responsibilities

• Handle incoming customer requests and triage incidents in Salesforce.
• Develop expertise in Relativity products and collaborate with senior staff.
• Create, categorize, update, escalate, and resolve tickets with accurate records.
• Maintain responsive communication with customers within SLAs.
• Collaborate across verticals and report significant issues to management.

Skills

SQL

Relativity platform

Customer service

Troubleshooting

Tools

Salesforce

Job description

Relativity is seeking an Application Analyst in Customer Support to provide specialized technical assistance across a product vertical. The role serves both technical and non-technical customers, diagnosing and resolving software and network issues, and maintaining tickets in Salesforce with timely updates.

You will work with the Manager of Product Support in a hybrid remote/wfh schedule, with a 9-hour shift from 1pm–2am CST and a meal break.