Technical Support Specialist - Evening

Relativity is a company focused on providing specialized technical support across its product verticals. The Technical Support Specialist role involves diagnosing and resolving software and network-related issues while ensuring exceptional customer service and adherence to service level agreements.

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

Skills

• Technical Support & Troubleshooting: Handle incoming customer requests; responding to information requests, fulfilling service requests, and performing triage and routine troubleshooting for incoming incidents
• Knowledge Expertise: Develop expertise in the company's products and services, proactively aiding customers and partnering with senior team members for resolving complex incidents
• Ticket Management: Efficiently create, categorize, update, escalate, and resolve tickets while ensuring accurate documentation in Salesforce for historical data and reporting accuracy
• Communication: Maintain responsive communication with customers, adhering to service level agreements and updating tickets promptly
• Collaboration and Reporting: 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
• Technical Proficiency: 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
• Customer Service Excellence: 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
• Analytical & Problem-Solving: Can solve basic problems with known strategies to prevent problems. Documents issues and resolutions accurately, uses knowledgebase articles frequently for resolution
• Time Management: Ability to manage and prioritize multiple tickets of technical complexity with guidance
• Commitment to Values: Demonstrates commitment to the Relativity's Core Values, contributing to a positive and collaborative team environment
• Required 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
• Certifications: Preferred attainment of Relativity Professional Title (RelativityOne Certified Professional and RelativityOne Review Professional) within 6 months of start date

Benefits

• This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

Company Overview

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