Remote Application Support Specialist (SQL & Relativity)

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

Job summary

Relativity is seeking an Application Analyst in Customer Support to diagnose, troubleshoot, and resolve software and network-related issues for a diverse customer base. You will handle tickets, communicate by phone and email, and document activities in Salesforce while adhering to SLAs.

You should have SQL, Windows, and network knowledge, plus a customer-service mindset and collaboration skills across teams.

Qualifications

• Strong SQL and database concepts with the Relativity platform knowledge.
• Experience with technical support in a SaaS environment.
• Customer-focused approach with excellent communication.

Responsibilities

• Handle incoming customer requests; triage and resolve incidents.
• Maintain accurate ticket records in Salesforce and manage SLAs.
• Collaborate with cross-functional teams to resolve issues and escalate as needed.
• Communicate effectively with customers via phone and email.
• Provide knowledge documentation and contribute to process improvements.

Skills

SQL

Relativity platform

Technical Support

Customer Service

Salesforce

Windows

Troubleshooting

Tools

Salesforce

Job description

Relativity is seeking an Application Analyst in Customer Support to diagnose, troubleshoot, and resolve software and network-related issues for a diverse customer base. You will handle tickets, communicate by phone and email, and document activities in Salesforce while adhering to SLAs.

You should have SQL, Windows, and network knowledge, plus a customer-service mindset and collaboration skills across teams.