Remote Application Support Analyst (SQL/Windows)

Relativity; Washington; Hybrid; USD 54,000 - 80,000; Full time

Benefits offered by this job

Remote/Hybrid

Job summary

Relativity is seeking an Application Analyst in Customer Support to provide specialized technical assistance across a product vertical for both technical and nontechnical customers.

You will diagnose, troubleshoot, and resolve software and network issues, manage tickets in Salesforce, and maintain accurate records while meeting SLAs.

This remote/hybrid role reports to the Manager of Product Support; salary range is $54,000–$80,000 USD with potential performance bonuses.

Qualifications

• Proven experience providing technical support in a SaaS environment.
• Strong SQL and Windows troubleshooting skills.
• Familiarity with Relativity products and certifications preferred.
• Excellent written and verbal communication.
• Ability to manage multiple tickets and meet SLAs.

Responsibilities

• Technical Support & Troubleshooting: Handle incoming customer requests; responding to information requests, fulfilling service requests, and performing triage and routine troubleshooting for incoming incidents.
• Knowledge Expertise: Develop expertise in the company's products and services, proactively aiding customers and partnering with senior team members for resolving complex incidents.
• Ticket Management: Efficiently create, categorize, update, and track tickets.
• Communication: Maintain responsive communication with customers, adhering to SLAs and updating tickets promptly.
• Collaboration and Reporting: Work with teams across verticals and inform management about issues affecting performance and project progress.

Skills

SQL

Relativity

Windows

Customer service

Troubleshooting

Tools

Salesforce

Ticketing System

Job description

Relativity is seeking an Application Analyst in Customer Support to provide specialized technical assistance across a product vertical for both technical and nontechnical customers.

You will diagnose, troubleshoot, and resolve software and network issues, manage tickets in Salesforce, and maintain accurate records while meeting SLAs.

This remote/hybrid role reports to the Manager of Product Support; salary range is $54,000–$80,000 USD with potential performance bonuses.