Remote Technical Support Specialist (SQL & Networking)

Relativity; Washington (Washington County); Hybrid; USD 54,000 - 80,000; Full time

Job summary

Relativity is seeking a Technical Support Specialist to diagnose, troubleshoot, and resolve complex software and networked system issues for a mix of technical and non-technical customers. The role involves frequent phone and email interactions, knowledge of SQL, and maintaining Salesforce ticket records to meet SLAs.

The position reports to the Manager of Product Support and supports multiple product areas as needed.

Qualifications

• Role requires strong SQL knowledge and ability to troubleshoot complex issues.
• Experience supporting customers via phone and email is essential.
• Ability to document and track tickets in Salesforce and meet SLAs.

Responsibilities

• Use SQL applications and tools to run basic SQL queries
• Respond to customer questions, problems, and work requests on a daily basis
• Develop an expertise in Relativity products and services and share knowledge with customers
• Partner with senior team members to troubleshoot and resolve customer incidents
• Maintain accurate ticket records and follow procedures for escalating and resolving tickets
• Monitor open tickets, contact customers, and update tickets promptly
• Provide support during scheduled shifts and on-call periods as required
• Complete all daily tasks and track time

Skills

Database Management

Documentation

Information Security

Project Management

Requirements Gathering

Software Development

SQL

System Implementations

Technical Support

Vendor Management

Tools

SQL tools

Job description

Relativity is seeking a Technical Support Specialist to diagnose, troubleshoot, and resolve complex software and networked system issues for a mix of technical and non-technical customers. The role involves frequent phone and email interactions, knowledge of SQL, and maintaining Salesforce ticket records to meet SLAs.

The position reports to the Manager of Product Support and supports multiple product areas as needed.