Remote Technical Support Specialist — SQL & Windows

Relativity; Virginia (MN); Hybrid; USD 54,000 - 80,000; Full time

Job summary

Relativity is seeking an Application Analyst in Customer Support to provide specialized technical assistance for our product vertical. You will diagnose and troubleshoot software and network issues for both technical and non-technical clients, handling frequent phone and email communication.

Daily duties include creating and managing tickets, updating Salesforce records, and escalating complex problems to the appropriate teams while maintaining SLA compliance.

Qualifications

• Technical proficiency in SQL and Relativity products.
• Strong customer service experience in tech/SaaS.
• Certifications in Relativity preferred within 6 months.
• Ability to manage multiple tickets with SLA awareness.

Responsibilities

• Handle incoming customer requests and triage incidents.
• Create, categorize, update, escalate and resolve tickets in Salesforce with accurate documentation.
• Communicate clearly with customers to meet SLAs.
• Collaborate with cross-vertical teams and report progress to management.

Skills

SQL

Relativity knowledge

Customer service

Problem solving

Time management

Tools

Salesforce

Job description

Relativity is seeking an Application Analyst in Customer Support to provide specialized technical assistance for our product vertical. You will diagnose and troubleshoot software and network issues for both technical and non-technical clients, handling frequent phone and email communication.

Daily duties include creating and managing tickets, updating Salesforce records, and escalating complex problems to the appropriate teams while maintaining SLA compliance.