Remote Technical Support Specialist - SQL & SaaS Expert

Relativity

Tennessee

Hybrid

USD 54,000 - 80,000

Full time

35 hours ago

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Job summary

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

The role requires maintaining records in Salesforce, collaborating with colleagues, and adhering to SLAs.

Qualifications

Strong SQL, Relativity platform knowledge, and troubleshooting skills.
Experience with SaaS environments and customer support.
Familiarity with Windows platforms and networking basics.
Ability to document issues and resolutions clearly.
Knowledge of Salesforce for ticket tracking.
Relativity certifications are a plus (within 6 months).

Responsibilities

Technical Support & Troubleshooting: handle incoming requests, provide information, fulfill service requests, and triage incidents.
Knowledge Expertise: develop expertise in Relativity products and assist with complex incidents.
Ticket Management: create, categorize, and update tickets efficiently.
Communication: maintain responsive communication with customers and adhere to SLAs.
Collaboration and Reporting: work across verticals and inform management about issues affecting performance.