Application Specialist II (Evening Shift)

Relativity

Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer a hybrid work model and flexible work arrangements?

An Application Specialist II will spend a portion of their time supporting customers via the Relativity Service Desk taking inbound requests as well as in a swarming capacity.  Other time will be dedicated to taking customer escalations and following up on open tickets.  In this role you will be required to work collaboratively with others and apply critical thinking skills to solve problems and guide colleagues to appropriate solutions.  It is expected that you can guide others on process and procedures and can independently resolve most assigned tickets without much guidance.

 

Responsibilities

 

  • Support inbound activity on the Relativity Service Desk
  • Resolve customer tickets by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems
  • Work collaboratively with cross-functional teams to enhance the product and create a better customer experience
  • Help develop enablement material.  Examples of this would include webinars, SOP.
  • Partner with senior level team members as needed to troubleshoot and resolve customer incidents
  • When interacting with our customer, take initiative to provide best practices on the use of Relativity
  • Maintain the flexibility to work any shifts or on-call schedules, or other time frames as needed or requested
  • Exhibit subject matter expert (SME) knowledge and demonstrate the initiative to develop additional SME knowledge in multiple verticals
  • Meet identified goals with respect to Customer Support metrics
  • Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, resolving, and closing support tickets
  • Maintain close attention to detail when categorizing and documenting tickets to ensure accurate reporting and maintenance of historical data
  • Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices
  • Commitment to and consistent demonstration of core company values
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    Qualifications

     

  • Experience with SQL and Windows platform, and/or experience with troubleshooting complex technical issues
  • Ability to work efficiently under pressure, drive projects to completion and meet deadlines
  • Ability to manage multiple projects simultaneously and prioritize based on company and team objectives
  • Meticulous attention to detail
  • Experience with and knowledge of e-discovery industry and products
  • 2-3 years of technical experience working in Relativity in a customer facing role
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    Relativity is a team of passionate people always looking to grow and make our product and customer service the best it can be. Our team members come from diverse backgrounds with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they’re empowered to be their full, authentic selves, regardless how you identify.
    So, please come as you are. We can’t wait to meet you
    Benefit Highlights:
    Comprehensive health, dental, and vision plans
    Parental leave for primary and secondary caregivers
    Flexible work arrangements
    Two, week-long company breaks per year
    Unlimited time off
    Equity program
    Training investment program
    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
    Job Overview