Technical Support Specialist – Government

🔥 3 minutes ago

🥔 Idaho, Illinois, +2 more states – Remote

🥔 Idaho – Remote 🌽 Illinois – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote

💵 $54k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

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Relativity

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

⚖️ Legal

💼 Consulting

🏥 Healthcare

Legal • Consulting • Healthcare

Relativity is a technology company that provides cloud-based software solutions for data discovery, e-discovery, data breach response, contract analysis, and privacy management. Their products, powered by artificial intelligence, offer proactive security and legendary support to help organizations manage sensitive data. Relativity is trusted by thousands of organizations, including law firms, corporations, and government agencies, to organize data, discover truth, and act on it effectively and efficiently. Their end-to-end solutions streamline data discovery from collection to review and production, utilizing tools like RelativityOne, Relativity aiR for AI-driven legal challenges, and custom solutions through the Relativity App Hub. Relativity is committed to offering secure, flexible solutions with a strong focus on customer support and strategic partnerships.

📋 Description

• Provide technical support for a specific product vertical to technical and non-technical customers • Diagnose, troubleshoot, repair, and debug complex software and/or networked systems • Interact frequently with customers by phone and email • Create, resolve, maintain, categorize, update, escalate, transition, and close support tickets • Resolve issues within the product vertical and escalate tickets to other teams and verticals • Maintain accurate records of activities and interactions in Salesforce • Respond to clients within identified service level agreements • Monitor open tickets, contact customers, and update tickets promptly • Inform management about personnel, performance, client perception, and project statuses • Partner with senior team members to troubleshoot and resolve customer incidents • Complete daily tasks and projects and track time daily • Provide responsive support during scheduled shifts, early/late shifts, and on-call periods as required • Report to the Manager of Customer Support

🎯 Requirements

• Customer support experience • Client-focused approach and ability to understand expectations • Direct experience supporting clients as a primary contact or lead using phone and email • Experience troubleshooting complex issues • SQL and Windows platform experience • Ability to use SQL applications and tools to run basic SQL queries • Flexibility to work a 9-hour Monday-Friday shift between 7am-7pm Central US Time • Ability to work an 8am-5pm CST onboarding shift for the first 3 months • Ability to work an on-call schedule, early/late shifts, or other management-specified time frames • Ability to obtain Public Trust clearance within the defined management timeline • U.S. citizenship required • Excellent customer service skills • Initiative to learn new skills, including SQL applications and tools • Ability to meet customer service technical support metrics • Commitment to and consistent demonstration of company core values • Ability to travel 10% of the time

🏖️ Benefits

• Competitive base salary • Annual performance bonus • Long-term incentives • Opportunities to learn cross-functional skills and grow your career • Opportunity to make a big impact on customers, industry, and communities