Remote Technical Support Analyst - SQL & SaaS

Relativity; Town of Montana (WI); Hybrid; USD 54,000 - 80,000; Full time

Benefits offered by this job

Annual bonus

Long-term incentives

Competitive base salary

Evening shift differential

Job summary

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

You will interact with customers by phone and email, applying SQL, Windows, and network concepts, and contribute to Relativity knowledge growth.

Qualifications

• Experience delivering technical support to customers in a SaaS/tech environment.
• Ability to diagnose and troubleshoot software and network issues.
• Strong customer service mindset with written and verbal communication.
• Familiarity with Salesforce ticketing and basic Relativity product knowledge.

Responsibilities

• Handle incoming customer requests and triage incidents.
• Build expertise in Relativity products and collaborate with senior staff.
• Create, categorize, update, escalate, and close tickets with accurate records in Salesforce.
• Maintain responsive communication with customers within SLAs and update tickets promptly.
• Collaborate across verticals and inform management of issues impacting performance and projects.

Skills

Customer service

Analytical thinking

Time management

Problem solving

Tools

SQL

Salesforce

Windows

Relativity platform

Job description

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

You will interact with customers by phone and email, applying SQL, Windows, and network concepts, and contribute to Relativity knowledge growth.