Technical Support Specialist – Weekend
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Job Description
Technical Support Specialist troubleshooting Relativity’s legal-tech software for government customers. Handling SQL-based support, ticket resolution, customer communication, and escalations across product areas.
Responsibilities:
- 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
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