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. Catering to both our technical and non-technical customer base, this role demands adeptness in diagnosing, troubleshooting, and resolving sophisticated software and network-related issues. The Application Analyst will engage with customers through frequent phone and email communications, necessitating strong customer service skills and an understanding of SQL, network and Windows platforms, and strengthening Relativity knowledge.

Remote/Hybrid

The Application Analyst in Customer Support plays a pivotal role at Relativity, offering specialized technical support across a specific product vertical. Catering to both our technical and non-technical customer base, this role demands adeptness in diagnosing, troubleshooting, and resolving sophisticated software and network-related issues. The Application Analyst will engage with customers through frequent phone and email communications, necessitating strong customer service skills and an understanding of SQL, network and Windows platforms, and strengthening Relativity knowledge.

On a daily basis, the Technical Support Specialist creates, resolves, and maintains tickets, while working within their product vertical to resolve issues and elevate 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 clients within identified service level agreements. You will inform management of important issues regarding personnel, performance, client perception, and project statuses, and work with colleagues to ensure quality service.

This role will report to the Manager of Product Support. The working hours are a 9-hour Monday-Friday shift ranging from 1pm-2am CST with a 1-hour meal break, and the evening shift offers a compensation differential.

• Technical Support& Troubleshooting:
  
  Handle incoming customer requests; responding to information requests, fulfilling service requests, and performing triage and routine troubleshooting for incoming incidents.
• Knowledge Expertise:
  Developexpertisein the company's products and services, proactively aidingcustomersand partnering with senior team members for resolving complex incidents.
• Ticket Management:
  Efficiently create, categorize, update, elevate, and resolve tickets while ensuringaccuratedocumentation in Salesforce for historical data and reporting accuracy.
• Communication:
  
  Maintain responsive communication with customers, adhering to service levelagreementsand updating tickets promptly.
• Collaboration and Reporting:
  Work collaboratively with team members across different verticals for quality service delivery and inform management about significant issues affecting performance,customer perception, and project progress.

• Technical Proficiency:
  
  Demonstrates initiative inacquiringnew skills in SQL, the Relativity platform, and troubleshooting routine technical issues.
  
  Develops knowledge of Relativity products in assigned vertical. Has basic knowledge of standard procedures and workflows. Holds Relativity certifications as applicable.
• Customer Service Excellence:
  
  Commitment to providing exemplary customer service asguided and outlined in SLAs.Proven customer support experience, ideally within a tech or SaaS environment.
  
  Customer-focused approach with agrowingunderstanding of customer expectations and perspectives.
• Analytical & Problem-Solving:
  
  Can solve basic problemswithknown strategies to prevent problems.
  
  Documents issues and resolutions…