Technical Support Specialist - Evening

Relativity; West Virginia; Hybride; USD 54 000 - 80 000; Plein temps

Résumé du poste

Relativity is hiring an Application Analyst in Customer Support to diagnose, troubleshoot, and resolve complex software and network issues for a specific product vertical. You will interact with customers by phone and email, applying SQL skills and Windows/network knowledge to strengthen Relativity expertise.

You will create, manage, and maintain Salesforce tickets, adhere to SLAs, and collaborate with cross-functional teams to escalate and resolve incidents while documenting outcomes.

Qualifications

• Must demonstrate SQL proficiency and Relativity platform knowledge.
• Experience with handling technical support in a SaaS environment is preferred.
• Ability to document issues and resolutions clearly in the knowledge base.

Responsabilités

• Technical Support & Troubleshooting: handle requests, triage incidents, and resolve basic problems.
• Knowledge Expertise: develop product knowledge and partner with seniors for complex issues.
• TicketManagement: create, update, escalate, and close tickets with accurate Salesforce records.
• Communication: maintain responsive customer communications and meet SLAs.
• Collaboration and Reporting: inform management about issues affecting performance and progress.

Connaissances

SQL

Relativity platform

Troubleshooting

Customer service

SLA knowledge

Outils

Salesforce

Ticketing tools

Description du poste

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