[Hiring] Technical Support Specialist @Relativity

Role Description

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.

• Create, resolve, and maintain tickets while working to resolve issues and escalate tickets to other teams and verticals.
• Maintain accurate records of all activities and interactions in Salesforce.
• Respond to customers within identified service level agreements.
• Inform management of important issues regarding personnel, performance, customer perception, and project statuses.
• Work with colleagues to ensure quality service.

This role will report to the Manager of Customer Support. The working hours are Monday to Friday 11:00 PM to 8:00 AM Central US Time, and the weekday overnight 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 RelativityOne 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 RelativityOne Government product, and your employment may be terminated.
• Obtaining Public Trust clearance offers an additional compensation differential.

Qualifications

• 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.
• Travel 10% of the time.

Requirements

• 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.
• Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets.
• Monitor assigned open tickets, contact customers, and update tickets on a timely basis.
• Provide responsive support to customers during normal shift hours, when scheduled for early and late shifts, and as requested by management.
• Complete all daily tasks and projects.
• Track time daily.

Benefits

• Competitive base salary.
• Annual performance bonus.
• Long-term incentives.

Company Description

Relativity is committed to competitive, fair, and equitable compensation practices.

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.