Technical Support Specialist - Public Trust

Relativity is a company that provides technical support aligned with specific product verticals. The Technical Support Specialist will diagnose, troubleshoot, repair, and debug complex software and networked systems while interacting with both technical and non-technical customers.ResponsibilitiesUse SQL applications and tools to run basic SQL queriesRespond to client questions, problems, and work requests on a daily basisDevelop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customersPartner with senior level team members as needed to troubleshoot and resolve customer incidentsHave or develop the experience to capably perform the Technical Support Specialist position responsibilitiesFollow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving ticketsAttention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket dataMonitor assigned open tickets, contact customers, and update tickets on a timely basisProvide responsive support to clients during normal shift hours, when scheduled for early and late shifts, and as identified for on-call or as requested by managementEarly/Late shifts and on-call could be required of the qualified Technical Support Specialist staffComplete all daily tasks and projectsTrack time dailyIs flexible to work a 9-hour Monday-Friday shift ranging from 7am-7pm CST with a 1-hour meal break, on-call schedule, or other time frames specified by managementAble to work a 9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboardingObtain Public Trust clearance within the defined timeline provided by managementProvide excellent customer service using the communication methods designated by RelativityDemonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queriesMeet identified goals regarding customer service tech support metricsCommitment to and consistent demonstration of core company valuesSkillsU.S. citizenshipAbility to obtain Public Trust clearanceCustomer support experienceClient-focused and ability to understand expectationsDirect experience supporting clients as a primary contact or lead using phone and emailExperience troubleshooting complex issuesSQL and Windows platform experienceTravel 10% of the timeUse SQL applications and tools to run basic SQL queriesRespond to client questions, problems, and work requests on a daily basisDevelop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customersPartner with senior level team members as needed to troubleshoot and resolve customer incidentsFollow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving ticketsAttention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket dataMonitor assigned open tickets, contact customers, and update tickets on a timely basisProvide responsive support to clients during normal shift hours, when scheduled for early and late shifts, and as identified for on-call or as requested by managementComplete all daily tasks and projectsTrack time dailyIs flexible to work a 9-hour Monday-Friday shift ranging from 7am-7pm CST with a 1-hour meal break, on-call schedule, or other time frames specified by managementAble to work a 9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboardingProvide excellent customer service using the communication methods designated by RelativityDemonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queriesMeet identified goals regarding customer service tech support metricsCommitment to and consistent demonstration of core company valuesApplication ManagementDatabase ManagementDebuggingProblem ResolutionProject ManagementStructured Query Language (SQL)Systems AnalysisTechnical SupportBenefitsAnnual performance bonusLong-term incentivesCompany OverviewLeading legal data intelligence company that builds technology to help users organize data, discover the truth, and act on it. It was founded in 2001, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is http://www.relativity.com.



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