What are the responsibilities and job description for the Technical Support Specialist position at Relativity?
Posting Type
Remote, Hybrid
Job Overview
The Technical Support Specialist provides technical support aligned with a specific product vertical 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 within their product vertical 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 clients within identified service level agreements. You will inform management of important issues regarding personnel, performance, client perception, 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 a fixed 9-hour Monday-Friday shift from 11am-8pm Central US Time with a 1-hour meal break for a minimum of 12 months, and this shift offers a 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 client 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
Expectations of the Role
Your Skills
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.
Salary : $54,000 - $80,000
