Remote Technical Support Specialist - SQL & SaaS

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

Job summary

Relativity is seeking an Application Analyst in Customer Support to provide specialized technical help across a product vertical for both technical and non-technical users. You will diagnose, troubleshoot, and resolve complex software and network issues, while maintaining accurate Salesforce records and communicating with customers.

Daily duties include creating, updating, and closing tickets, escalating to appropriate teams, and ensuring SLAs are met.

Qualifications

• Experience diagnosing and resolving software/network issues.
• Ability to manage multiple tickets with SLAs.
• Familiarity with Relativity products preferred.

Responsibilities

• Handle incoming requests, triage, diagnose, and resolve 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 update tickets per SLAs.
• Collaborate across verticals and inform management about issues affecting performance and progress.

Skills

SQL

Relativity platform

Technical support

Customer service

Salesforce

Windows

Networking basics

Tools

Salesforce

Job description

Relativity is seeking an Application Analyst in Customer Support to provide specialized technical help across a product vertical for both technical and non-technical users. You will diagnose, troubleshoot, and resolve complex software and network issues, while maintaining accurate Salesforce records and communicating with customers.

Daily duties include creating, updating, and closing tickets, escalating to appropriate teams, and ensuring SLAs are met.