Remote Technical Support Specialist - SQL & Windows

Relativity; Omaha (NE); Hybrid; USD 54,000 - 80,000; Full time

Job summary

Relativity is seeking a Technical Support Specialist to provide product-specific technical support for a mixed customer base. You will diagnose, troubleshoot, repair, and debug software and networked systems, with regular phone and email interaction. The role requires maintaining Salesforce tickets, adhering to SLAs, and obtaining Public Trust clearance for government product work.

Hybrid/Remote role with a 9-hour shift window (7am–7pm CST). U.S.

Qualifications

• Customer support experience is required.
• Strong problem-solving and troubleshooting abilities.
• Experience with SQL queries and Windows platforms.
• Willingness to travel up to 10%.

Responsibilities

• Run basic SQL queries using SQL applications and tools.
• Respond to client questions, problems, and work requests daily via phone and email.
• Develop expertise in Relativity products and share knowledge with customers.
• Troubleshoot and resolve customer incidents with senior team members.
• Maintain accurate ticket records in Salesforce and follow SLA guidelines.
• Follow procedures for creating, updating, escalating, transitioning, and resolving tickets.
• Monitor open tickets and provide timely updates to customers.
• Track time daily and ensure tasks are completed as scheduled.

Skills

Customer support experience

Client-focused

Phone and email support

Troubleshooting complex issues

SQL and Windows experience

Job description

Relativity is seeking a Technical Support Specialist to provide product-specific technical support for a mixed customer base. You will diagnose, troubleshoot, repair, and debug software and networked systems, with regular phone and email interaction. The role requires maintaining Salesforce tickets, adhering to SLAs, and obtaining Public Trust clearance for government product work.

Hybrid/Remote role with a 9-hour shift window (7am–7pm CST). U.S.