Technical Support Specialist - Weekend - Government

Posting Type Remote/Hybrid Job Overview The Technical Support Specialist provides technical support to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems. You will have frequent phone and email interaction with our customers and require the development of in-depth technical product, SQL, network and server knowledge and exceptional customer service skills. On a daily basis, the Technical Support Specialist creates, resolves, and maintains tickets, while working 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 customers within identified service level agreements. You will inform management of important issues regarding personnel, performance, customer perception, and project statuses, and work with colleagues to ensure quality service. Product Support. This role will report to the Manager of Product Support. This position is not aligned to a specific product area and will support multiple areas as needed. The working hours are 4x10-hour shifts: Saturday, Sunday, Tuesday, Wednesday (9:00 AM – 8:00 PM CST) with 1-hour lunch break, and this shift offers a compensation differential. Due to specific customer contract requirements, this position requires that the successful candidate be a U.S. citizen. As a condition of your role supporting the RelativityOne Government product, you are required to obtain a Public Trust clearance. The process for obtaining the Public Trust clearance will be handled by the federal government and could include additional background screening regarding criminal history, drug use, financial records, and a character assessment. If you are unable to obtain the Public Trust clearance, you will be unable to work on the RelativityOne Government product, and your employment, if still in effect, may be terminated. Obtaining Public Trust clearance offers an additional compensation differential. Job Description and Requirements Your Role in Action: Technical Skills/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    Policy and Procedure Skills    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   customer s 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    Expectations of the Role    Provide excellent customer service using the communication methods   designated   by Relativity    Flexible to work a   4x10-hour shift: Saturday, Sunday, Tuesday, Wednesday (9:00 AM – 8:00 PM 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   Your Skills   Customer support experience   Customer -focused and ability to understand expectations   Direct experience supporting   customer s as a primary contact or lead using phone and email   Experience troubleshooting complex issues   SQL and Windows platform experience   Travel 10% of the time   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: Database Management, Documentations, Information Security, Project Management, Requirements Gathering, Software Development, Structured Query Language (SQL), System Implementations, Technical Support, Vendor Management