Remote Technical Support Analyst: SQL & SaaS Expert

Relativity; Iowa (LA); Híbrido; USD 54.000 - 80.000; Jornada completa

Descripción de la vacante

Relativity is seeking an Application Analyst in Customer Support to provide specialized technical support across a product vertical. You will diagnose, troubleshoot, and resolve software and network-related issues while engaging with customers via phone and email, using SQL, Windows platforms, and Relativity knowledge.

Daily duties include ticket creation, resolution, and escalation within Salesforce, with adherence to SLAs.

Formación

• Must diagnose and troubleshoot software and network-related issues.
• Strong customer service skills with frequent phone and email communications.
• Knowledge of SQL, Windows platforms, and Relativity products.
• Experience with Salesforce for ticket management and record keeping.
• Relativity certifications preferred within 6 months.

Responsabilidades

• Create, resolve, and maintain tickets in Salesforce.
• Escalate issues to other teams within the product vertical.
• Maintain accurate records of activities and interactions in Salesforce.
• Inform management about significant issues affecting performance and client perception.
• Communicate with clients within identified service level agreements.

Conocimientos

SQL

Relativity platform

Troubleshooting

Customer service

Ticket management

Communication

Time management

Relativity certifications

Herramientas

Salesforce

Descripción del empleo

Relativity is seeking an Application Analyst in Customer Support to provide specialized technical support across a product vertical. You will diagnose, troubleshoot, and resolve software and network-related issues while engaging with customers via phone and email, using SQL, Windows platforms, and Relativity knowledge.

Daily duties include ticket creation, resolution, and escalation within Salesforce, with adherence to SLAs.