Remote Technical Support Specialist — SQL & SaaS Expert

Relativity; United States; Hybrid; USD 54,000 - 80,000; Full time

Job summary

Relativity is seeking an Application Analyst in Customer Support to diagnose, troubleshoot, and resolve complex software and network issues for a diverse customer base. You will handle tickets, document outcomes in Salesforce, and work daily within the Relativity product vertical, reporting to the Manager of Product Support.

The role requires solid customer service experience, SQL knowledge, and familiarity with Windows platforms, with a 9-hour Mon-Fri shift (1pm–2am CST) and a meal break; the

Qualifications

• Experience in technical support for SaaS or software products.
• Familiar with SQL, Relativity products, and product vertical knowledge.
• Ability to document issues and resolutions in knowledge bases.

Responsibilities

• Handle incoming requests, respond to information requests, triage incidents and fulfill service requests.
• Develop expertise in Relativity products and collaborate with senior staff for complex incidents.
• Create, categorize, update, escalate, and resolve tickets with accurate Salesforce documentation.
• Maintain responsive communication with customers per service level agreements.
• Collaborate with cross-vertical teams and inform management about significant issues.

Skills

SQL

Relativity platform

Customer service

Analytical thinking

Time management

Relativity certifications

Windows troubleshooting

Tools

Salesforce

Windows

Job description

Relativity is seeking an Application Analyst in Customer Support to diagnose, troubleshoot, and resolve complex software and network issues for a diverse customer base. You will handle tickets, document outcomes in Salesforce, and work daily within the Relativity product vertical, reporting to the Manager of Product Support.

The role requires solid customer service experience, SQL knowledge, and familiarity with Windows platforms, with a 9-hour Mon-Fri shift (1pm–2am CST) and a meal break; the