Technical Support Specialist - Evening

Relativity; Washington (District of Columbia); Hybrid; USD 54,000 - 80,000; Full time

Job summary

Relativity is seeking an Application Analyst in Customer Support who provides specialized technical help across a product vertical for both technical and non-technical customers. You will diagnose, troubleshoot, and resolve software and network issues, and communicate with clients by phone and email while expanding your Relativity knowledge.

You will create, manage, and escalate tickets in Salesforce, ensure accurate documentation, meet SLAs, and report progress to management.

Qualifications

• Experience in tech or SaaS support.
• Strong SQL, Windows, and network fundamentals.
• Proven ability to diagnose and resolve software issues.

Responsibilities

• Handle incoming customer requests, triage and troubleshoot incidents.
• Create, categorize, update, escalate, and resolve tickets in Salesforce with accurate documentation.
• Maintain responsive communication with customers, adherent to SLAs.
• Collaborate with cross-functional teams and inform management about issues affecting performance.

Skills

SQL

Relativity knowledge

Troubleshooting

Customer service

Salesforce

Tools

Salesforce

Job description

Job Overview

The Application Analyst in Customer Support plays a pivotal role atRelativity, offering specialized technical support across a specific product vertical. Catering to both our technical and non-technical customer base, this role demands adeptness in diagnosing, troubleshooting, and resolving sophisticated software and network-related issues. The Application Analyst will engage with customers through frequent phone and email communications, necessitating strong customer service skills and an understanding of SQL, network and Windows platforms, and strengthening Relativity knowledge.

Posting Type

Remote/Hybrid

Job Overview

The Application Analyst in Customer Support plays a pivotal role atRelativity, offering specialized technical support across a specific product vertical. Catering to both our technical and non-technical customer base, this role demands adeptness in diagnosing, troubleshooting, and resolving sophisticated software and network-related issues. The Application Analyst will engage with customers through frequent phone and email communications, necessitating strong customer service skills and an understanding of SQL, network and Windows platforms, and strengthening Relativity knowledge. On a daily basis, the Technical Support Specialist creates, resolves, and maintains tickets, while working within their product vertical to resolve issues and elevate tickets to other teams and verticals. It is essential that the Technical Support Specialist maintains accurate records of all activities and interactions in Salesforce and responds to clients within identified service level agreements. You will inform management of important issues regarding personnel, performance, client perception, and project statuses, and work with colleagues to ensure quality service. This role will report to the Manager of Product Support. The working hours are a 9-hour Monday-Friday shift ranging from 1pm-2am CST with a 1-hour meal break, and the evening shift offers a compensation differential.

Job Description And Requirements

Key Responsibilities

• Technical Support& Troubleshooting:Handle incoming customer requests; responding to information requests, fulfilling service requests, and performing triage and routine troubleshooting for incoming incidents.
• Knowledge Expertise: Developexpertisein the company's products and services, proactively aidingcustomersand partnering with senior team members for resolving complex incidents.
• TicketManagement: Efficiently create, categorize, update, elevate, and resolve tickets while ensuringaccuratedocumentation in Salesforce for historical data and reporting accuracy.
• Communication:Maintainresponsive communication withcustomers, adhering to service levelagreementsand updating tickets promptly.
• Collaboration and Reporting: Work collaboratively with team members across different verticals for quality service delivery and inform management about significant issues affecting performance,customerperception, and project progress.

Required Skillsand Expectations

• Technical Proficiency:Demonstratesinitiative inacquiringnew skills in SQL, the Relativity platform, and troubleshooting routine technical issues.Developsknowledge of Relativity products in assigned vertical. Has basic knowledge of standard procedures and workflows. Holds Relativity certifications as applicable.
• Customer Service Excellence:Commitment to providing exemplary customer service asguided and outlined in SLAs.Proven customer support experience, ideally within a tech or SaaS environment.Customer-focused approach with agrowingunderstanding of customer expectationsand perspectives.
• Analytical & Problem-Solving:Can solve basic problemswithknown strategies to prevent problems.Documentsissues and resolutions accurately,usesknowledgebase articlesfrequentlyfor resolution.
• Time Management: Ability to manageand prioritizemultiple tickets of technical complexitywith guidance.
• Commitment to Values:Demonstratescommitment to the Relativity's Core Values, contributing to a positive and collaborative team environment.
• Certifications:Preferred attainment ofRelativity Professional Title (RelativityOneCertified Professional andRelativityOneReview Professional)within 6 monthsof start date.

Relativity is committed to competitive, fair, and equitable compensation practices. This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives. The expected salary range for this role is between following values: $54,000 and $80,000. The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

Required Skills

Application Management, Database Management, Project Management, Requirements Gathering, Software Development, Software Development Life Cycle (SDLC), Structured Query Language (SQL), System Implementations, Systems Analysis, Technical Support