Technical Support Specialist - Evening

Relativity · Los Angeles

Customer Support

Posting Type

Remote/Hybrid

Job Overview

The Application Analyst in Customer Support plays a pivotal role at Relativity, offering specialized technical support across a specific product vertical. Catering to both our technical and non-technical customer base, this role demands adeptness in diagnosing, troubleshooting, and resolving sophisticated software and network-related issues. The Application Analyst will engage with customers through frequent phone and email communications, necessitating strong customer service skills and an understanding of SQL, network and Windows platforms, and strengthening Relativity knowledge. 

On a daily basis, the Technical Support Specialist creates, resolves, and maintains tickets, while working within their product vertical to resolve issues and escalate tickets to other teams and verticals. It is essential that the Technical Support Specialist maintains accurate records of all activities and interactions in Salesforce and responds to clients within identified service level agreements. You will inform management of important issues regarding personnel, performance, client perception, and project statuses, and work with colleagues to ensure quality service. This role will report to the Manager of Product Support. The working hours are a 9-hour Monday-Friday shift ranging from 1pm-2am CST with a 1-hour meal break, and the evening shift offers a compensation differential.

Job Description and Requirements

Key Responsibilities  

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.

Required Skills and Expectations  

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. Holds Relativity certifications as applicable.

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.

Certifications: Preferred attainment of Relativity Professional Title (RelativityOne Certified Professional and RelativityOne Review Professional) within 6 months of start date.

Relativity is committed to competitive, fair, and equitable compensation practices.

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

The expected salary range for this role is between following values:

$54,000 and $80,000

The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

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