Hybrid/Remote Tech Support Specialist — SQL & Apps

Relativity; Des Moines (IA); Hybrid; USD 54,000 - 80,000; Full time

Job summary

Relativity is hiring a Technical Support Specialist to provide product-focused technical support for a mix of customers. You will diagnose, troubleshoot, and repair complex software and networked systems, managing tickets in Salesforce and maintaining timely communication with clients.

The role requires SQL and Windows experience, a commitment to excellent customer service, and the ability to obtain a Public Trust clearance for RelativityOne Government.

Qualifications

• Customer support experience
• Client-focused and ability to understand expectations
• Direct experience supporting clients as a primary contact or lead using phone and email
• Experience troubleshooting complex issues
• SQL and Windows platform experience
• Travel 10% of the time

Responsibilities

• Diagnose, troubleshoot, repair and debug software and/or networked systems within a product vertical.
• Create, resolve and maintain tickets in Salesforce with accurate records.
• Respond to client questions and problems on a daily basis and escalate as needed.
• Develop expertise in Relativity products and share knowledge with customers.
• Collaborate with senior team members to resolve customer incidents.
• Follow procedures for ticketing, categorizing, updating and reporting.

Skills

Customer support experience

Client-focused

Primary client contact via phone/email

Troubleshooting complex issues

SQL

Windows experience

Travel 10% of the time

Job description

Relativity is hiring a Technical Support Specialist to provide product-focused technical support for a mix of customers. You will diagnose, troubleshoot, and repair complex software and networked systems, managing tickets in Salesforce and maintaining timely communication with clients.

The role requires SQL and Windows experience, a commitment to excellent customer service, and the ability to obtain a Public Trust clearance for RelativityOne Government.