Remote Tech Support Specialist: SQL & SaaS Expert

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

Job summary

Relativity seeks an Application Analyst in Customer Support to provide specialized technical assistance across a product vertical. You will diagnose and resolve software and network-related issues for both technical and non-technical customers, communicating by phone and email, and building Relativity knowledge.

In this role you will create, resolve, and maintain tickets in Salesforce, escalate when needed, and ensure SLAs are met.

Qualifications

• Experience in a SaaS or tech support environment.
• Proficient with SQL and Relativity products; troubleshoot effectively.
• Relativity certifications preferred within 6 months of start.

Responsibilities

• Handle incoming requests and perform triage and routine troubleshooting.
• Develop expertise in Relativity products and collaborate with senior team members.
• Create, categorize, update, escalate, and resolve tickets with accurate Salesforce records.
• Maintain responsive communication with customers; meet SLAs.
• Collaborate across verticals and inform management about issues and progress.

Skills

SQL

Relativity platform

Troubleshooting

Relativity certifications

Tools

Salesforce

Job description

Relativity seeks an Application Analyst in Customer Support to provide specialized technical assistance across a product vertical. You will diagnose and resolve software and network-related issues for both technical and non-technical customers, communicating by phone and email, and building Relativity knowledge.

In this role you will create, resolve, and maintain tickets in Salesforce, escalate when needed, and ensure SLAs are met.