Technical Support Specialist - Public Trust at Relativity in Illinois

Summary: Relativity is seeking a Technical Support Specialist to provide technical support for their product vertical to both technical and non-technical customers. The role involves diagnosing and troubleshooting complex software and networked systems, maintaining tickets, and ensuring quality customer service. Responsibilities: - Use SQL applications and tools to run basic SQL queries - Respond to client questions, problems, and work requests on a daily basis - Develop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customers - Partner with senior level team members as needed to troubleshoot and resolve customer incidents - Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets. Attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data - Monitor assigned open tickets, contact customers, and update tickets on a timely basis - Provide responsive support to clients during normal shift hours, when scheduled for early and late shifts, and as identified for on-call or as requested by management. Early/Late shifts and on-call could be required of the qualified Technical Support Specialist staff - Complete all daily tasks and projects - Track time daily - Is flexible to work a 9-hour Monday-Friday shift ranging from 7am-7pm CST with a 1-hour meal break, on-call schedule, or other time frames specified by management - Able to work a 9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding - Obtain Public Trust clearance within the defined timeline provided by management - Provide excellent customer service using the communication methods designated by Relativity - Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries - Meet identified goals regarding customer service tech support metrics - Commitment to and consistent demonstration of core company values Required Qualifications: - Customer support experience - Client-focused 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 - Travel 10% of the time - Use SQL applications and tools to run basic SQL queries - Respond to client questions, problems, and work requests on a daily basis - Develop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customers - Partner with senior level team members as needed to troubleshoot and resolve customer incidents - Have or develop the experience to capably perform the Technical Support Specialist position responsibilities - Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets - Attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data - Monitor assigned open tickets, contact customers, and update tickets on a timely basis - Provide responsive support to clients during normal shift hours, when scheduled for early and late shifts, and as identified for on-call or as requested by management - Complete all daily tasks and projects - Track time daily - Is flexible to work a 9-hour Monday-Friday shift ranging from 7am-7pm CST with a 1-hour meal break, on-call schedule, or other time frames specified by management - Able to work a 9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding - Obtain Public Trust clearance within the defined timeline provided by management - Provide excellent customer service using the communication methods designated by Relativity - Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries - Meet identified goals regarding customer service tech support metrics - Commitment to and consistent demonstration of core company values - Application Management - Database Management - Debugging - Problem Resolution - Project Management - Structured Query Language (SQL) - Systems Analysis - Technical Support Required Skills: SQL, Technical Support Important Skills: Debugging, Problem Resolution Nice-to-Have Skills: Customer support experience, Client-focused, Troubleshooting, Windows platform experience Benefits: Annual performance bonus, Long-term incentives