Technical Support Specialist - Weekend Overnight - Government

Relativity ODA LLC; United States; Remote; USD 54,000 - 80,000; Full time

Job summary

A leading technology company is seeking a Technical Support Specialist for a weekend overnight shift. This role involves troubleshooting technical issues, providing customer support, and working collaboratively with teams to ensure service quality. Ideal candidates will have a strong background in customer support, SQL knowledge, and excellent communication skills.

Qualifications

• Experience using SQL applications to run basic queries.
• Experience supporting customers primarily via phone and email.
• Adaptability to flexible work hours including a 12-hour shift.

Responsibilities

• Diagnose and troubleshoot software and network issues.
• Create, resolve, and maintain technical support tickets.
• Provide excellent customer service within defined service level agreements.

Skills

Customer support experience

Troubleshooting

SQL experience

Windows platform experience

Job description

Technical Support Specialist - Weekend Overnight - Government page is loaded

Technical Support Specialist - Weekend Overnight - Government

Apply remote type Relativity Service Delivery locations Illinois Kentucky Kansas Idaho Delaware time type Full time posted on Posted 3 Days Ago job requisition id 25-0371

Posting Type

Remote

Job Overview

The Technical Support Specialist provides technical support 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 to resolve issues and escalate 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 customers within identified service level agreements. You will inform management of important issues regarding personnel, performance, customer 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 Friday-Sunday 8pm-8am Central US (United States) Time, and the weekend overnight shift offers a compensation differential.

Please note: The first 3 months of onboarding will take place on the day shift: Monday - Friday, 8 am - 5 pm CT.

Due to specific customer 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. Obtaining Public Trust clearance offers an additional compensation differential.

Job Description and Requirements

Your Role in Action: Technical Skills/Responsibilities

• Use SQL applications and tools to run basic SQL queries

• Respond to customer 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 customer s 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

• Provide excellent customer service using the communication methods designated by Relativity

• Flexible to work a 12-hour Friday-Sunday shift from 8pm-8am CST with a 1-hour meal break, on-call schedule, or other time frames specified by management

• Able to work an 8/9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding

• 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

• Customer support experience

• Customer -focused and ability to understand expectations

• Direct experience supporting customer s 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 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.

About Us

We’re solving big data challenges in the legal tech industry, and we’re always looking for more people to join us on the journey. At Relativity, you'll learn cross-functional skills to grow your career and have the chance to make a big impact on our customers, our industry, and our communities. We admire and value our employees, so it’s no surprise that our hiring process is designed to help us really get to know you – and for you to get to know us, too.