Technical Support Specialist - Evening - Public Trust

Overview

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, create, resolve, and maintain tickets within your product vertical, escalate tickets to other teams and verticals as needed, and maintain accurate records of all activities and interactions in Salesforce. Respond to clients within identified service level agreements.
• Inform management of important issues regarding personnel, performance, client perception, and project statuses, and collaborate with colleagues to ensure quality service.
• Develop an expertise in company products and services and actively share knowledge with customers. Partner with senior level team members as needed to troubleshoot and resolve customer incidents.
• Use SQL applications and tools to run basic SQL queries and contribute to issue resolution.
• Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets, with attention to detail for accurate reporting and maintaining historical ticket data.
• Monitor assigned open tickets, contact customers, and update tickets in a timely manner; provide responsive support during normal shift hours and, if scheduled, early/late shifts or on-call as required by management.

• Experience with product support and client-focused service; ability to understand customer expectations and serve as a primary point of contact via phone and email
• Experience troubleshooting complex issues; SQL and Windows platform experience
• Ability to work with a mix of technical and non-technical customers and maintain high-quality service
• Travel up to 10% of the time

• Due to customer contract requirements, the role may require U.S. citizenship and Public Trust clearance for the Relativity One Government product. The process will be handled by the federal government and could include background screening. If unable to obtain the Public Trust clearance, employment may be terminated for this role. Obtaining Public Trust clearance offers an additional compensation differential.
• Obtain Public Trust clearance within the defined timeline provided by management.

• Flexible 9-hour Sunday-Thursday shift ranging from 1pm-12am CST with a 1-hour meal break; evening shift may include compensation differential. On-call may be required.
• Able to work an 8/9-hour Monday-Friday shift from 8am-5pm CST with a meal break for onboarding (first 3 months) if required.
• Provide excellent customer service using Relativity's designated communication methods; demonstrate initiative to learn new skills (e.g., SQL tools).
• Meet identified goals regarding customer service tech support metrics; demonstrate commitment to core company values.

Relativity is committed to competitive, fair, and equitable compensation practices. This position is eligible for total compensation including a competitive base salary, an annual performance bonus, and long-term incentives. The expected salary range is $54,000 to $80,000. The final offer will be based on factors including 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.

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