Product Support Specialist - SQL & SaaS

Relativity; Washington (District of Columbia); Hybrid; USD 54,000 - 80,000; Full time

Job summary

Relativity is seeking an Application Analyst in Customer Support who provides specialized technical help across a product vertical for both technical and non-technical customers. You will diagnose, troubleshoot, and resolve software and network issues, and communicate with clients by phone and email while expanding your Relativity knowledge.

You will create, manage, and escalate tickets in Salesforce, ensure accurate documentation, meet SLAs, and report progress to management.

Qualifications

• Experience in tech or SaaS support.
• Strong SQL, Windows, and network fundamentals.
• Proven ability to diagnose and resolve software issues.

Responsibilities

• Handle incoming customer requests, triage and troubleshoot incidents.
• Create, categorize, update, escalate, and resolve tickets in Salesforce with accurate documentation.
• Maintain responsive communication with customers, adherent to SLAs.
• Collaborate with cross-functional teams and inform management about issues affecting performance.

Skills

SQL

Relativity knowledge

Troubleshooting

Customer service

Salesforce

Tools

Salesforce

Job description

Relativity is seeking an Application Analyst in Customer Support who provides specialized technical help across a product vertical for both technical and non-technical customers. You will diagnose, troubleshoot, and resolve software and network issues, and communicate with clients by phone and email while expanding your Relativity knowledge.

You will create, manage, and escalate tickets in Salesforce, ensure accurate documentation, meet SLAs, and report progress to management.