RRemoteville
Relativity logoRelativity

Technical Support Specialist

Skills
Analytical SkillsDatabasesDebuggingDocumentationRelativityScreeningService-Level Agreements
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Customer support experience
  • Strong customer-focused communication skills
  • Direct support experience as primary contact or lead using phone and email
  • Experience troubleshooting complex issues
  • SQL and Windows platform experience
  • Ability to use SQL applications and run basic SQL queries
  • Ability to maintain accurate ticket documentation and meet service level agreements
  • U.S. citizen required
  • Ability to obtain Public Trust clearance
  • Able to work overnight weekday shift 11pm to 8am CST
  • Able to work first 3 months on 8am to 5pm CST schedule
  • Travel up to 10% of the time

Nice to have

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

Day to day

  • Diagnose and troubleshoot complex software and network issues for technical and non-technical customers
  • Create resolve and maintain support tickets while documenting activity accurately in Salesforce
  • Provide responsive customer service by phone and email and escalate incidents to senior teams when needed

Hiring process

  • Submit application online
  • Interview with hiring team
  • Background screening and Public Trust clearance process