RRemoteville

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Technical Support Specialist

Skills
Analytical SkillsDatabasesDebuggingDocumentationRelativityScreeningService-Level Agreements
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • U.S. citizen
  • Obtain Public Trust clearance
  • Experience with customer support via phone and email
  • Ability to troubleshoot complex issues
  • SQL and Windows platform experience
  • Maintain accurate records in Salesforce
  • Work weekday overnight shift 11:00 PM to 8:00 AM CST
  • Able to work first 3 months on 8 AM to 5 PM CST schedule
  • Travel 10% of the time

Nice to have

  • Customer-focused
  • Detail-oriented
  • Analytical
  • Flexible
  • Initiative
  • Collaborative

Day to day

  • Provide technical support to technical and non-technical customers by diagnosing and troubleshooting complex software and networked systems.
  • Create resolve and maintain support tickets while escalating issues to the appropriate teams and verticals.
  • Maintain accurate records in Salesforce and deliver timely customer communication within service level agreements.