Technical Support Specialist - Weekday… at Relativity · Remote

Summary: Relativity is a company that provides technical solutions and support, and they are seeking a Technical Support Specialist. The role involves diagnosing, troubleshooting, repairing, and debugging complex software and networked systems while providing exceptional customer service. Responsibilities: - Use SQL applications and tools to run basic SQL queries - Respond to customer 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 customers 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 - Provide excellent customer service using the communication methods designated by Relativity - Flexible to work a 9-hour Monday-Friday overnight shift from 11pm-8am CST with a 1-hour meal break, on-call schedule, or other time frames specified by management - Able to work an 8/9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding - 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: - U.S. citizenship - Ability to obtain a Public Trust clearance - Use SQL applications and tools to run basic SQL queries - Respond to customer 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 customers 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 - Provide excellent customer service using the communication methods designated by Relativity - Flexible to work a 9-hour Monday-Friday overnight shift from 11pm-8am CST with a 1-hour meal break, on-call schedule, or other time frames specified by management - Able to work an 8/9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding - 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 - Customer support experience - Customer-focused 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 - Travel 10% of the time - 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 Required Skills: SQL, Windows platform, Application Management, Database Management, Requirements Gathering, Software Development, Software Development Life Cycle (SDLC), System Implementations, Systems Analysis, Technical Support, Customer support experience, Project Management Benefits: Annual performance bonus, Long-term incentives