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 Application Analyst provides technical support to a mix of all customers by diagnosing, troubleshooting, repairing and debugging complex software and networked systems. You will be the first line of customer support and will have frequent phone and email interaction with customers, providing in-depth product and systems knowledge and excellent customer service.
Your Role in Action
Ability to work shifts (morning/afternoon/night)
Develop an expertise in company products 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
Work with team members in all worldwide locations to provide extended global support hours
Learn new skills, such as SQL applications and tools to run basic SQL queries
Meet identified goals concerning client service technology support metrics
Follow appropriate procedures for creating, scrubbing, updating, escalating, transitioning and closing support tickets
Monitor assigned open tickets, contacts customers and updates tickets
Categorize and document tickets to ensure accurate reporting and maintenance of historical data
Track hours worked daily
Demonstrate commitment to core company values
Your Skills
Experience with SQL and Windows platform, or experience 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 goals
Meticulous attention to detail
Experience with and knowledge of e-discovery industry and products
Experience supporting clients as a primary point of contact using phone or email
Exceptional customer service, written and verbal communication skills
Ability to attain RCA certification within six weeks of start date
#LI-Remote
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 plans
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.