Remote Technical Support Engineer – SQL & CRM

Relativity; Nevada (IA); Hybrid; USD 54,000 - 80,000; Full time

Job summary

Relativity is seeking a Technical Support Specialist to assist a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and networked systems. You will interact with customers by phone and email and develop in-depth knowledge of SQL, networks and servers to deliver exceptional service.

Role reports to the Manager of Product Support and supports multiple areas as needed.

Qualifications

• Use SQL applications and tools to run basic SQL queries.
• Respond to customer questions, problems, and work requests daily.
• Develop expertise in company products and services for technical support.
• Partner with senior team members to troubleshoot and resolve incidents.
• Capably perform the Technical Support Specialist responsibilities.

Responsibilities

• Follow procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets with accurate reporting.
• Monitor open tickets, contact customers, and update tickets promptly.
• Provide responsive support during normal hours, and on-call or extended shifts as required.
• Complete all daily tasks and projects.
• Track time daily.

Skills

Customer support

Customer focus

Phone & email support

Troubleshooting

SQL

Windows

Travel 10%

Job description

Relativity is seeking a Technical Support Specialist to assist a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and networked systems. You will interact with customers by phone and email and develop in-depth knowledge of SQL, networks and servers to deliver exceptional service.

Role reports to the Manager of Product Support and supports multiple areas as needed.