Technical Support Specialist - Evening
Relativity is a leading provider of e-discovery software solutions, and they are seeking a Technical Support Specialist to provide specialized technical support across their product vertical. This role involves diagnosing, troubleshooting, and resolving software and network-related issues while maintaining communication with customers and ensuring quality service delivery.
Responsibilities
- Handle incoming customer requests; responding to information requests, fulfilling service requests, and performing 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, escalate, and resolve tickets while ensuring accurate documentation in Salesforce for historical data and reporting accuracy
- 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 about significant issues affecting performance, customer perception, and project progress
- Demonstrates initiative in acquiring new 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
- Commitment to providing exemplary customer service as guided and outlined in SLAs. Proven customer support experience, ideally within a tech or SaaS environment. Customer-focused approach with a growing understanding of customer expectations and perspectives
- Can solve basic problems with known strategies to prevent problems. Documents issues and resolutions accurately, uses knowledgebase articles frequently for resolution
- Ability to manage and prioritize multiple tickets of technical complexity with guidance
- Demonstrates commitment to the Relativity’s Core Values, contributing to a positive and collaborative team environment
- Preferred attainment of Relativity Professional Title (RelativityOne Certified Professional and RelativityOne Review Professional) within 6 months of start date
Skills
- 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
- Preferred attainment of Relativity Professional Title (RelativityOne Certified Professional and RelativityOne Review Professional) within 6 months of start date
Benefits
- Total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives
- Hybrid/Remote
- The evening shift offers a compensation differential
Company Overview
Company H1B Sponsorship