Technical Support Specialist – Weekend

🔥 0 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 to technical and non-technical customers by diagnosing, troubleshooting, repairing, and debugging complex software and/or networked systems • Interact frequently with customers by phone and email • Create, resolve, and maintain support tickets • Resolve issues and escalate tickets to other teams and verticals • Maintain accurate records of activities and interactions in Salesforce • Respond to customers within identified service level agreements • Inform management about personnel, performance, customer perception, and project statuses • Collaborate with colleagues to ensure quality service • Support multiple product areas as needed • Use SQL applications and tools to run basic SQL queries • Develop expertise in company products and services and share knowledge with customers • Partner with senior team members to troubleshoot and resolve customer incidents • Create, categorize, update, escalate, transition, and resolve tickets according to procedures • Monitor open tickets, contact customers, and update tickets promptly • Provide responsive support during scheduled shifts, on-call periods, or as requested by management • Complete daily tasks and projects • Track time daily

🎯 Requirements

• Customer support experience • Customer-focused approach and ability to understand expectations • Direct experience supporting customers as a primary contact or lead using phone and email • Experience troubleshooting complex issues • SQL and Windows platform experience • Ability to work a 4x10-hour shift: Saturday, Sunday, Tuesday, and Wednesday, 9:00 AM–8:00 PM CST, with a 1-hour meal break • Ability to work an 8/9-hour Monday–Friday shift from 8:00 AM–5:00 PM CST with a meal break during the first 3 months of onboarding • Ability to work on-call schedules or other time frames specified by management • Willingness to travel 10% of the time • U.S. citizenship required • Required to obtain a Public Trust clearance to support the RelativityOne Government product • Ability to obtain required clearance through the federal government screening process • Demonstrated initiative to learn SQL applications and tools for basic SQL queries • Ability to meet customer service technical support metrics • Commitment to and consistent demonstration of core company values • Required skills include Database Management, Documentation, Information Security, Project Management, Requirements Gathering, Software Development, Structured Query Language (SQL), System Implementations, Technical Support, and Vendor Management

🏖️ Benefits

• Competitive base salary • Annual performance bonus • Long-term incentives • Compensation differential for the 4x10-hour weekend shift • Additional compensation differential for obtaining Public Trust clearance • Opportunity to learn cross-functional skills and grow your career • Ability to make an impact on customers, the industry, and communities