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?
The Application Analyst provides technical support to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems. This position is the first line of customer support and requires frequent phone and email interaction with customers, providing in-depth product and systems knowledge as well as the highest level of customer service.
Develop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customers.
Provide excellent customer service using all available communications channels.
Respond promptly to client questions, problems and work requests on a daily basis.
Maintain the flexibility to work any shifts or on-call schedules, or other time frames as needed or requested.
Collaborate closely with team members in all worldwide locations to provide extended global support hours.
Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries.
Meet identified goals with respect to client service technology support metrics.
Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning and closing support tickets.
Monitor assigned open tickets, contacts customers and updates tickets on a timely basis.
Maintain close attention to detail when categorizing and documenting tickets to ensure accurate reporting and maintenance of historical data.
Accurately track hours worked on a daily basis.
Demonstrate consistent commitment to core company values.
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.
Ability to work afternoon shits – Monday – Friday, 14:00 – 23:30
Experience supporting clients as a primary point of contact using phone and/or email.
Exceptional customer service, written and verbal communication skills.
Ability to attain RCA certification within six weeks of start date.
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
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
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.