Remote Technical Support Specialist (SQL/Relativity)

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

Job summary

Relativity is seeking an Application Analyst in Customer Support to deliver specialized technical assistance across product verticals. You will diagnose, troubleshoot, and resolve complex software and network issues for both technical and non-technical customers, with strong emphasis on SQL, Windows platforms, and Salesforce ticketing.

You will handle tickets, communicate with clients via phone and email, and collaborate with teammates to elevate incidents while upholding SLAs and documenting

Qualifications

• Experience diagnosing and resolving complex software and network issues.
• Strong customer service skills with phone and email communications.
• Knowledge of Salesforce ticketing and best practices.
• Relativity certifications preferred within 6 months of start date.

Responsibilities

• Handle incoming customer requests and triage incidents.
• Develop expertise in Relativity products and collaborate with senior team members.
• Create, categorize, update, elevate, and resolve tickets with accurate Salesforce documentation.
• Maintain responsive communication with customers and adhere to SLAs.
• Collaborate across verticals and inform management on significant issues and project progress.

Skills

SQL

Relativity

Technical Support

Customer Service

Troubleshooting

Ticketing

Job description

Relativity is seeking an Application Analyst in Customer Support to deliver specialized technical assistance across product verticals. You will diagnose, troubleshoot, and resolve complex software and network issues for both technical and non-technical customers, with strong emphasis on SQL, Windows platforms, and Salesforce ticketing.

You will handle tickets, communicate with clients via phone and email, and collaborate with teammates to elevate incidents while upholding SLAs and documenting