Remote Technical Support Analyst — Relativity & SQL

Relativity; South Carolina; Hybride; USD 54 000 - 80 000; Plein temps

Résumé du poste

Relativity is seeking an Application Analyst in Customer Support to provide specialized technical support across a product vertical. The role serves both technical and non-technical customers, diagnosing and resolving software and network issues, and handling tickets in Salesforce.

You will engage customers by phone and email, apply SQL, Windows and network knowledge, and maintain accurate records to meet SLAs. Report to Manager of Product Support.

Qualifications

• Experience in tech or SaaS customer support with SLA adherence.
• Strong SQL knowledge and ability to diagnose technical issues.
• Familiarity with Relativity products and certifications preferred.

Responsabilités

• Technical Support & Troubleshooting: handle incoming requests; respond to information requests; triage and resolve incidents.
• Knowledge Expertise: develop expertise in Relativity products and collaborate with senior team members.
• Ticket Management: create, categorize, update, elevate, and resolve tickets with accurate Salesforce documentation.
• Communication: maintain responsive communication with customers and keep tickets updated within SLAs.
• Collaboration & Reporting: work across verticals and inform management about issues affecting performance.

Connaissances

SQL

Relativity platform

Technical Support

Customer Service

Problem-Solving

SLAs

Outils

Salesforce

Description du poste

Relativity is seeking an Application Analyst in Customer Support to provide specialized technical support across a product vertical. The role serves both technical and non-technical customers, diagnosing and resolving software and network issues, and handling tickets in Salesforce.

You will engage customers by phone and email, apply SQL, Windows and network knowledge, and maintain accurate records to meet SLAs. Report to Manager of Product Support.