Remote Tech Support Specialist — SQL & Networking

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

Job summary

Relativity is seeking a Technical Support Specialist to assist a mix of technical and non-technical customers by diagnosing, troubleshooting, and debugging complex software and networked systems. You will interact via phone and email and develop in-depth knowledge of product, SQL, network and server concepts to deliver exceptional service.

The role requires maintaining tickets in Salesforce, meeting SLAs, and collaborating with multiple teams.

Qualifications

• Experience providing customer support via phone and email.
• Ability to troubleshoot complex issues and communicate solutions clearly.
• Proficiency with SQL and Windows platforms.
• Ability to work in a remote/hybrid environment and meet SLAs.
• Willingness to travel up to 10%.

Responsibilities

• Use SQL applications and tools to run basic SQL queries.
• Respond to customer questions, problems, and work requests daily.
• Develop product and service expertise and share knowledge with customers.
• Partner with senior team members to troubleshoot and resolve incidents.
• Maintain accurate tickets in Salesforce and meet service levels.

Skills

Customer support

Customer focus

Troubleshooting

SQL

Windows

Tools

SQL Tools

Job description

Relativity is seeking a Technical Support Specialist to assist a mix of technical and non-technical customers by diagnosing, troubleshooting, and debugging complex software and networked systems. You will interact via phone and email and develop in-depth knowledge of product, SQL, network and server concepts to deliver exceptional service.

The role requires maintaining tickets in Salesforce, meeting SLAs, and collaborating with multiple teams.