Remote Tech Support Specialist - SQL & Relativity

Relativity; New Mexico; Hybrid; USD 54,000 - 80,000; Full time

Job summary

Relativity is seeking an Application Analyst in Customer Support to provide specialized technical assistance across our product vertical. You will diagnose, troubleshoot, and resolve software and network-related issues for both technical and non-technical clients.

Daily work includes handling tickets, communicating with customers by phone and email, and documenting activities in Salesforce. You will escalate complex problems to appropriate teams while upholding SLA commitments and quality

Qualifications

• Proficient in SQL and able to diagnose and troubleshoot technical issues.
• Experience with Salesforce ticketing and maintaining accurate records.
• Strong customer service skills and ability to communicate with technical and non-technical customers.
• Familiarity with Relativity products and Windows networking basics.

Responsibilities

• Handle incoming customer requests via phone and email and triage incidents.
• Create, categorize, update, and resolve tickets in Salesforce.
• Collaborate with product support teams to escalate and resolve complex issues.
• Maintain accurate activity records and communicate status per SLAs.

Skills

SQL

Customer service

Troubleshooting

Ticket management

Relativity knowledge

Windows basics

Relativity Platform

Tools

Salesforce

Relativity Platform

Job description

Relativity is seeking an Application Analyst in Customer Support to provide specialized technical assistance across our product vertical. You will diagnose, troubleshoot, and resolve software and network-related issues for both technical and non-technical clients.

Daily work includes handling tickets, communicating with customers by phone and email, and documenting activities in Salesforce. You will escalate complex problems to appropriate teams while upholding SLA commitments and quality