Technical Support Specialist - Evening

Posting Type

Hybrid/Remote

The Application Analyst in Customer Support plays a pivotal role at Relativity, offering specialized technical support across a specific product vertical. Catering to both technical and non‑technical customer bases, 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, as well as strengthening Relativity knowledge.

On a daily basis, the Application Analyst creates, resolves, and maintains tickets while working within their product vertical to resolve issues and escalating tickets to other teams and verticals. They 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.

• Technical Support & Troubleshooting:
  Handle incoming customer requests, respond to information requests, fulfill service requests, and perform triage and routine troubleshooting for incoming incidents.
• Knowledge Expertise:
  Develop expertise in the company's products and services, proactively aid customers, and partner with senior team members to resolve complex incidents.
• Ticket Management:
  Efficiently create, categorize, update, elevate, and resolve tickets while ensuring accurate documentation in Salesforce for historical data and reporting accuracy.
• Communication:
  Maintain responsive communication with customers, adhere to service level agreements, and update tickets promptly.
• Collaboration & 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:
  Demonstrate initiative in acquiring new skills in SQL, the Relativity platform, and troubleshooting routine technical issues. Develop knowledge of Relativity products in the assigned vertical. Possess basic knowledge of standard procedures and workflows. Hold Relativity certifications as applicable.
• Customer Service Excellence:
  Commit to providing exemplary customer service as guided and outlined in SLAs. Possess proven customer support experience, ideally within a tech or SaaS environment. Adopt a customer‑focused approach with a growing understanding of customer expectations and perspectives.
• Analytical & Problem‑Solving:
  Solve basic problems with known strategies to prevent issues. Document issues and resolutions accurately, and use knowledge‑base articles frequently for resolution.
• Time Management:
  Manage and prioritize multiple tickets of technical complexity with guidance.
• Commitment to Values:
  Demonstrate commitment to Relativity’s Core Values, contributing to a positive and collaborative team environment.
• Certifications:
  
  Preferred attainment of Relativity Professional Title (Relativity One Certified Professional and Relativity One Review Professional) within six months of start date.

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.

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 $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.

• Flexible work arrangements
• Winter break (office closed from Christmas through New Year’s Day)
• 401(k) matching
• Paid parental leave

Relativity offers a career path for individuals passionate about technology, eager to solve complex problems, and dedicated to enhancing customer satisfaction through exceptional technical support.