Technical Support Specialist - Weekend - Government

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.

Remote/Hybrid

On a daily basis, the Technical Support Specialist creates, resolves, and maintains tickets, while working to resolve issues and escalates 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 position is not aligned to a specific product area and will support multiple areas as needed. The working hours are 4x10‑hour shifts:
Saturday, Sunday, Tuesday, Wednesday (9:00 AM – 8:00 PM CST) with a 1‑hour lunch break, and this shift offers a compensation differential.

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 Relativity One 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 Relativity One Government product, and your employment, if still in effect, may be terminated. Obtaining Public Trust clearance offers an additional compensation differential.

• Use SQL applications and tools to run basic SQL queries
• Respond to customer questions, problems, and work requests on a daily basis
• Develop expertise in company products and services and 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

• 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 in a timely manner
• Provide responsive support to customers 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

• Provide excellent customer service using the communication methods designated by Relativity
• Flexible to work a 4x10‑hour shift:
  Saturday, Sunday, Tuesday, Wednesday (9:00 AM – 8:00 PM 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 8 AM – 5 PM 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

• Customer support experience
• Customer‑focused and ability to understand expectations
• Direct experience supporting customers as a primary contact or lead using phone and email
• Experience troubleshooting complex issues
• SQL and Windows platform experience
• T…