Technical Support Specialist - Evening

Job Overview

The Application Analyst in Customer Support plays a pivotal role at Relativity, offering specialized technical support across a specific product vertical. The role engages both technical and non-technical customer base and demands adeptness in diagnosing, troubleshooting, and resolving sophisticated software and network-related issues. The Analyst engages customers through phone and email communications, requiring strong customer service skills and understanding of SQL, networks, Windows platforms, and Relativity knowledge.

Hybrid/Remote

On a daily basis, the Technical Support Specialist creates, resolves, and maintains tickets while working within their product vertical to resolve issues and escalating tickets to other teams and verticals. It is essential to maintain accurate records of all activities and interactions in Salesforce and respond to clients within identified service level agreements. The role reports to the Manager of Product Support.

Working hours are a 9-hour Sunday–Thursday shift from 1 pm–12 am CST with a 1‑hour meal break, and the evening shift offers a compensation differential.

• Handle incoming customer requests and perform triage and routine troubleshooting for incoming incidents.
• Develop expertise in the company's products and services, proactively aiding customers and partnering with senior team members for resolving complex incidents.
• Efficiently create, categorize, update, escape, and resolve tickets while ensuring accurate documentation in Salesforce.
• Maintain responsive communication with customers, adhering to service level agreements and updating tickets promptly.
• Work collaboratively with team members across different verticals for quality service delivery and inform management of significant issues affecting performance, customer perception, and project progress.

• Technical proficiency:
  Demonstrates initiative in acquiring skills in SQL, the Relativity platform, and troubleshooting routine technical issues; obtains basic knowledge of standard procedures and workflows; optionally holds Relativity certifications.
• Customer service excellence:
  Committed to providing exemplary customer service as guided by SLAs; proven support experience in a tech or SaaS environment; customer‑focused approach.
• Analytical & problem solving:
  Can solve basic problems with known strategies; documents issues and resolutions accurately; uses knowledge‑base articles for resolution.
• Time management:
  Ability to manage and prioritize multiple tickets of technical complexity with guidance.
• Commitment to values:
  Demonstrates commitment to Relativity’s core values.
• Certifications:
  
  Preferred attainment of Relativity Professional Title within 6 months of start date.

Competitive base salary, annual performance bonus, long‑term incentives; salary range: $54,000–$80,000.

• Application Management, Database Management, Project Management, Requirements Gathering, Software Development, SDLC, SQL, System Implementations, Systems Analysis, Technical Support.