Weekend Overnight Technical Support Specialist – Government

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 flexible work arrangements?

The Technical Support Specialistprovides 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 Specialistmaintainsaccurate records of all activities and interactions in Salesforce and responds to customers within identified service level agreements. You will inform management of important issuesregarding personnel, performance, customerperception, and project statuses, and work with colleagues to ensure quality service. This role will report to the Manager of Customer Support. The working hours are Friday-Sunday 8pm-8am Central US (United States) Time, and the weekend overnight 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. 

 

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 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  
  •  

    Expectations of the Role

     

  • Provide excellent customer service using the communication methods designated by Relativity  
  • Flexible to work a 12-hour Friday-Sunday shift from 8pm-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 
  • Your Skills

     

  • Available to work the weekend overnight shift
  • 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 
  • #LI-Remote
  • #LI-NW1
  •  

    Relativity is a diverse workplace 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.
    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
    Long-term incentive 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
    Your subscription could not be saved. Please try again.
    Your subscription has been successful. Please check your spam inbox and add info@ediscovery.jobs to your contacts!

    Our marketing platform's terms of use