Remote Technical Support Specialist (SQL & Relativity)

Relativity

Alabama

Hybrid

USD 54,000 - 80,000

Full time

34 hours ago

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Job summary

Relativity is seeking an Application Analyst in Customer Support to deliver specialized technical assistance across a product vertical, serving both technical and non-technical customers. The role emphasizes diagnosing and resolving software and network-related issues, with frequent phone and email interactions and a focus on maintaining accurate Salesforce records and adherence to SLAs.

The position reports to the Manager of Product Support and features a 9-hour shift Monday–Friday spanning

Qualifications

Experience in technical support for SaaS/tech products.
Knowledge of SQL and Relativity platform.
Strong customer-service and communication skills.

Responsibilities

Technical Support & Troubleshooting: handle incoming requests, respond to information requests, fulfill service requests, and triage incidents.
Knowledge Expertise: develop expertise in Relativity products and partner with senior team members for complex incidents.
Ticket Management: create, categorize, update, elevate, and resolve tickets with accurate Salesforce documentation.
Communication: maintain responsive communication with customers and update tickets within SLAs.
Collaboration & Reporting: work with cross-vertical teams and inform management about issues affecting performance and client perception.