Remote Tech Support Specialist - SQL & Product Expertise

Relativity; Iowa (LA); Hybrid; USD 54,000 - 80,000; Full time

Job summary

Relativity is seeking a Technical Support Specialist to provide expert technical support for a product vertical, handling a mix of technical and non-technical customers. The role involves diagnosing, troubleshooting, repairing, and debugging software and networked systems, with daily ticket management in Salesforce and SLA adherence.

You will work a hybrid/remote schedule, interact via phone and email, and may be required to obtain a Public Trust clearance for government product support.

Qualifications

• Customer support experience and client-focused approach.
• Direct experience supporting clients by phone and email.
• Experience troubleshooting complex issues.
• SQL and Windows platform experience.
• Ability to travel 10% of the time.

Responsibilities

• Use SQL applications and tools to run basic SQL queries.
• Respond to client questions, problems, and work requests on a daily basis.
• Develop an expertise in company products and services and share this knowledge with customers.
• Partner with senior level team members to troubleshoot and resolve customer incidents.
• Have or develop the experience to capably perform the Technical Support Specialist position responsibilities.
• Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets.
• Monitor assigned open tickets, contact customers, and update tickets on a timely basis.
• Provide responsive support to clients during normal shift hours, and as identified for on-call or other time frames specified by management.
• Complete all daily tasks and projects; track time daily.
• Is flexible to work a 9-hour shift within CST and obtain Public Trust clearance.

Skills

Customer support

SQL

Windows

Travel

Communication

Job description

Relativity is seeking a Technical Support Specialist to provide expert technical support for a product vertical, handling a mix of technical and non-technical customers. The role involves diagnosing, troubleshooting, repairing, and debugging software and networked systems, with daily ticket management in Salesforce and SLA adherence.

You will work a hybrid/remote schedule, interact via phone and email, and may be required to obtain a Public Trust clearance for government product support.