Technical Support Specialist - Government

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

Posting Type

Hybrid/Remote

Job Overview

The Technical Support Specialist provides technical support aligned with a specific product vertical to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems. You will have frequent phone and email interaction with our customers and require the development of in-depth technical product, SQL, network and server knowledge and exceptional customer service skills.

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 Customer Support. The working hours are Monday-Friday with a 9-hour shift ranging from 7am-7pm Central US (United States) Time.

Due to specific client contract requirements, this position requires that the successful candidate be a U.S. citizen. As a condition of your role supporting the RelativityOne Government product, you are required to obtain a Public Trust clearance. The process for obtaining the Public Trust clearance will be handled by the federal government and could include additional background screening regarding criminal history, drug use, financial records, and a character assessment. If you are unable to obtain the Public Trust clearance, you will be unable to work on the RelativityOne Government product, and your employment, if still in effect, may be terminated.

Job Description and Requirements

Your Role in Action: Technical Skills/Responsibilities

• Use SQL applications and tools to run basic SQL queries
• Respond to client questions, problems, and work requests on a daily basis
• Develop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customers
• Partner with senior level team members as needed to troubleshoot and resolve customer incidents
• Have or develop the experience to capably perform the Technical Support Specialist position responsibilities

Policy and Procedure Skills

• Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets. Attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data
• Monitor assigned open tickets, contact customers, and update tickets on a timely basis
• Provide responsive support to clients during normal shift hours, when scheduled for early and late shifts, and as identified for on-call or as requested by management. Early/Late shifts and on-call could be required of the qualified Technical Support Specialist staff
• Complete all daily tasks and projects
• Track time daily

Expectations of the Role

• Is flexible to work a 9-hour Monday-Friday shift ranging from 7am-7pm CST with a 1-hour meal break, on-call schedule, or other time frames specified by management
• Able to work a 9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding
• Obtain Public Trust clearance within the defined timeline provided by management
• Provide excellent customer service using the communication methods designated by Relativity
• Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries
• Meet identified goals regarding customer service tech support metrics
• Commitment to and consistent demonstration of core company values

Your Skills/Qualifications

• Customer support experience
• Client-focused and ability to understand expectations
• Direct experience supporting clients as a primary contact or lead using phone and email
• Experience troubleshooting complex issues
• SQL and Windows platform experience
• Travel 10% of the time

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 $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