Remote Technical Support Specialist: SQL & SaaS

Relativity; New Jersey; Hybride; USD 54 000 - 80 000; Plein temps

Résumé du poste

Relativity is seeking an Application Analyst in Customer Support to provide specialized technical assistance across a product vertical for both technical and non-technical customers. You will diagnose, troubleshoot, and resolve complex software and network issues while handling phone and email communications.

Daily duties include creating and updating support tickets in Salesforce, escalating to appropriate teams, documenting interactions, and keeping management informed on issues, performance,

Qualifications

• Proficient in SQL and Relativity products; able to troubleshoot routine issues.
• Solid customer support experience in tech or SaaS environments.
• Familiar with SLAs and ticketing systems.
• Excellent verbal and written communication skills.
• Ability to document issues and resolutions clearly in knowledge bases.

Responsabilités

• Technical Support & Troubleshooting: respond to requests, perform triage, and resolve incidents.
• Knowledge Expertise: deepen proficiency in Relativity products and collaborate with senior staff.
• Ticket Management: create, categorize, and update tickets efficiently.
• Communication: maintain responsive contact with customers and adhere to SLAs.
• Collaboration & Reporting: work across verticals and inform management of issues.

Connaissances

SQL

Relativity platform

Troubleshooting

Customer service

SLAs

Ticketing

Communication

Time management

Relativity certifications

Outils

Salesforce

Description du poste

Relativity is seeking an Application Analyst in Customer Support to provide specialized technical assistance across a product vertical for both technical and non-technical customers. You will diagnose, troubleshoot, and resolve complex software and network issues while handling phone and email communications.

Daily duties include creating and updating support tickets in Salesforce, escalating to appropriate teams, documenting interactions, and keeping management informed on issues, performance,