Application Analyst

This is a fully remote position, open to applicants in Poland.

📋 Description

• Assess, diagnose, and resolve incidents and service requests recorded in Salesforce.

• Adhere to established Standard Operating Procedures and knowledgebase resources.

• Execute basic SQL queries on Relativity databases to analyze and verify root causes.

• Troubleshoot issues related to workspace configuration, permissions, saved searches, and imaging/processing errors.

• Provide foundational troubleshooting support for RelativityOne AI applications on day one.

• Utilize AI-assisted tools for triage, investigation, and drafting responses.

• Address client inquiries, issues, and work requests via phone, email, and ticketing within SLA guidelines.

• Clearly articulate platform behavior to both technical and non-technical customers.

• Share best practices for Relativity usage with clients.

• Develop expertise in the Relativity platform and your assigned product vertical.

• Aim to achieve RelativityOne Certified Professional and RelativityOne Review Professional certifications.

• Stay updated on Relativity features, releases, and supported AI applications.

• Collaborate with senior colleagues through swarming and adhere to escalation protocols.

• Manage tickets in Salesforce with precise documentation.

• Contribute to Knowledge-Centered Support initiatives and identify gaps in the knowledgebase.

• Log time daily and keep track of assigned open tickets.

• Achieve Customer Support KPIs, including SLA compliance, first response times, and quality standards.

• Incorporate feedback to enhance technical accuracy and communication.

⛳️ Requirements

• Previous customer support experience; experience in a SaaS or technology setting is highly preferred.

• Proven aptitude for, or initial experience with, SQL, Windows platforms, and troubleshooting technical challenges.

• Eagerness to rapidly deepen knowledge in SQL, Windows platforms, and technical troubleshooting.

• Client-centric approach with the ability to comprehend and manage customer expectations under SLA pressure.

• Excellent written and verbal communication abilities.

• Capacity to explain technical concepts to non-technical audiences.

• Comfortable operating in a fast-paced, high-ticket-volume technical environment with established procedures.

• Willingness to travel up to 10% of the time for training or customer interactions.

• Required competencies: Application Management, Database Management, Project Management, Requirements Gathering, Software Development, Software Development Life Cycle (SDLC), Structured Query Language (SQL), System Implementations, Systems Analysis, Technical Support.

🏝️ Benefits

• Comprehensive health, dental, and vision benefit plans.

• Parental leave for both primary and secondary caregivers.

• Flexible working arrangements.

• Two company-wide breaks lasting one week each per year.

• Additional time off available.

• Long-term incentive program.

• Training investment program.

• Annual performance bonus.

• Long-term incentives offered.