Technical Support Specialist: SQL & SaaS Expert

Relativity

Wisconsin

Hybrid

USD 54,000 - 80,000

Full time

3 hours ago

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Job summary

Relativity in the United States is seeking an Applications Analyst in Customer Support to provide specialized technical support for a product vertical. You will diagnose, troubleshoot, and resolve software and network-related issues for both technical and non-technical clients, using SQL and Windows, and logging all interactions in Salesforce.

Daily duties include creating, maintaining, and escalating tickets, collaborating with cross-functional teams, and ensuring SLAs are met.

Qualifications

Experience in customer support, ideally within a tech or SaaS environment.
Proficient in SQL and Relativity products.
Strong communication and documentation skills with SLA focus.
Ability to manage multiple tickets with guidance.
Relativity certifications within 6 months of start date preferred.

Responsibilities

Technical Support & Troubleshooting: Handle incoming requests and triage issues.
Knowledge Expertise: Develop expertise in Relativity products and partner with senior team members.
Ticket Management: Create, categorize, update, escalate, and document tickets in Salesforce.
Communication: Maintain responsive communication and update tickets per SLAs.
Collaboration & Reporting: Work with cross-vertical teams and inform management about issues affecting performance and progress.