Job Details

Posting Type

Remote

Job Overview

As a Technical Support Specialist, you will play a vital role in providing exceptional technical support to both technical and non-technical customers. Your responsibilities will include diagnosing, troubleshooting, repairing, and debugging complex software and networked systems. You will engage with customers through phone and email, showcasing your extensive technical expertise in products, SQL, networking, and server management, while delivering outstanding customer service.

Daily tasks will involve creating, resolving, and managing tickets, while coordinating with other teams as necessary. Accurate record-keeping in Salesforce and timely responses to customers are essential for success in this role. You will also communicate significant issues to management regarding personnel, performance, customer perceptions, and project statuses, collaborating with colleagues to ensure a high standard of service. This position reports to the Manager of Customer Support and operates on a weekend overnight schedule from Friday-Sunday, 8 pm-8 am Central US Time, with a compensation differential for this shift.

Please note: The initial three months of onboarding will be conducted during daytime hours, Monday-Friday, 8 am - 5 pm CT.

Due to specific customer contract requirements, candidates must be U.S. citizens. Further, as this role supports the RelativityOne Government product, you will be required to obtain a Public Trust clearance, which involves background screening, including criminal history, drug use, financial records, and character assessments. Failure to obtain this clearance may result in termination of employment.

Job Description and Requirements

Your Role in Action: Technical Skills/Responsibilities

• Utilize SQL applications and tools to execute basic SQL queries.

• Address customer inquiries, issues, and requests on a daily basis.

• Develop comprehensive knowledge of company products and services, actively sharing this expertise with customers.

• Collaborate with senior team members to troubleshoot and resolve customer incidents.

• Possess or acquire the skills necessary to competently fulfill the Technical Support Specialist duties.

Policy and Procedure Skills

• Adhere to established procedures for creating, categorizing, updating, escalating, and resolving tickets, ensuring meticulous attention to detail.

• Regularly check assigned open tickets, communicate with customers, and update ticket statuses promptly.

• Provide responsive customer support during normal shift hours and on-call as needed.

• Fulfill all daily tasks and projects efficiently.

• Diligently track daily working hours.

Expectations of the Role

• Deliver stellar customer service through designated communication methods.

• Be flexible to work a 12-hour shift from Friday to Sunday, 8 pm-8 am CST, including a 1-hour meal break, along with on-call obligations as designated by management.

• Complete an 8/9-hour shift Monday to Friday, 8 am-5 pm CST with meal breaks during the initial onboarding phase.

• Exhibit the initiative to enhance skills, such as using SQL applications to perform basic queries.

• Meet established goals for customer support metrics.

• Consistently demonstrate alignment with core company values.

Your Skills

• Proven customer support experience.

• Customer-focused with a deep understanding of customer expectations.

• Experience as a primary contact or lead for customer support via phone and email.

• Proficient in troubleshooting complex technical issues.

• Familiarity with SQL and Windows platforms.

• Willingness to travel up to 10% of the time.

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

This position offers a competitive base salary, potential annual performance bonuses, and long-term incentives. The expected salary range is between $54,000 and $80,000. The final offered salary will depend on several factors, including experience, skills, qualifications, and internal pay equity. Note that hiring at the top end of the range is atypical to allow for future meaningful salary growth within this position.