Remote Technical Support Specialist - SQL & Customer Care

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

Benefits offered by this job

Total compensation package

Job summary

Relativity is seeking a Technical Support Specialist to diagnose, troubleshoot, and repair complex software and network systems for a mixed customer base. You will handle tickets via phone and email, maintain Salesforce records, and escalate issues as needed, reporting to the Manager of Customer Support with a 7am–7pm Central time window.

The role requires SQL and Windows experience, the ability to work in a hybrid/remote setup, and a Public Trust clearance for RelativityOne Government projects.

Qualifications

• Customer support experience.
• Client-focused and ability to understand expectations.
• Direct experience supporting clients as a primary contact or lead using phone and email.
• Experience troubleshooting complex issues.
• SQL and Windows platform experience.
• Travel 10% of the time.

Responsibilities

• Use SQL applications and tools to run basic SQL queries.
• Respond to client questions, problems, and work requests daily.
• Develop an expertise in Relativity products and share knowledge with customers.
• Partner with senior team members to troubleshoot and resolve incidents.
• Maintain accurate records of activities in Salesforce and ensure timely ticket updates.

Skills

Customer support

Client-focused

Phone & email communication

Troubleshooting complex issues

SQL

Windows OS

Tools

Salesforce

Job description

Relativity is seeking a Technical Support Specialist to diagnose, troubleshoot, and repair complex software and network systems for a mixed customer base. You will handle tickets via phone and email, maintain Salesforce records, and escalate issues as needed, reporting to the Manager of Customer Support with a 7am–7pm Central time window.

The role requires SQL and Windows experience, the ability to work in a hybrid/remote setup, and a Public Trust clearance for RelativityOne Government projects.