SaaS Technical Support Specialist: SQL & Networking(Remote)

Relativity; New Hampshire; Hybrid; USD 54,000 - 80,000; Full time

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-related issues for both technical and non-technical customers, communicating frequently by phone and email.

Daily you will create, resolve, and maintain tickets in Salesforce, escalate when needed, and ensure timely responses within SLAs.

Qualifications

• Technical proficiency in SQL and Relativity products with troubleshooting ability.
• Strong customer service experience for technical and non-technical users.
• Proven ticket management skills and adherence to SLAs.

Responsibilities

• Handle incoming customer requests, respond to information requests, fulfill service requests, and perform triage and routine troubleshooting.
• Develop expertise in Relativity products and collaborate with senior staff to resolve complex incidents.
• Create, categorize, and update tickets; maintain accurate records in Salesforce and communicate with customers timely.
• Collaborate across verticals and inform management about issues affecting performance and project status.

Skills

SQL

Relativity platform knowledge

Customer service

Ticket management

Communication

Analytical thinking

Tools

Salesforce

Job description

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-related issues for both technical and non-technical customers, communicating frequently by phone and email.

Daily you will create, resolve, and maintain tickets in Salesforce, escalate when needed, and ensure timely responses within SLAs.