Technical Support Specialist

This is a fully remote position, open to applicants in Alabama, +37 more states.

📋 Description

• Manage incoming customer inquiries, informational requests, service demands, triage, and routine troubleshooting tasks.

• Cultivate expertise in Relativity's products and services.

• Assist clients and collaborate with senior team members to address intricate incidents.

• Create, categorize, update, escalate, and resolve support tickets.

• Ensure accurate documentation in Salesforce for historical data and reporting purposes.

• Communicate promptly with customers in alignment with service level agreements.

• Work alongside team members across product verticals to provide high-quality service.

• Notify management about critical issues impacting personnel, performance, customer perception, and project status.

• Report directly to the Manager of Product Support.

⛳️ Requirements

• Demonstrated experience in customer support, preferably in a technology or SaaS environment.

• Familiarity with SQL, networking, and Windows platforms.

• Proactive approach to learning new skills in SQL, the Relativity platform, and troubleshooting standard technical issues.

• Knowledge of Relativity products relevant to the assigned area.

• Basic understanding of standard operating procedures and workflows.

• Possession of relevant Relativity certifications as applicable.

• Dedication to delivering exceptional customer service as outlined in service level agreements.

• Capability to resolve straightforward problems using established strategies.

• Accurate documentation of issues and their resolutions.

• Ability to prioritize and manage multiple technical tickets with appropriate guidance.

• Adherence to Relativity’s Core Values.

• Preferred achievement of the Relativity Professional Title (RelativityOne Certified Professional and RelativityOne Review Professional) within six months of employment commencement.

• Availability for a 9-hour shift from Monday to Friday, between 1pm-2am CST, including a 1-hour meal break.

🏝️ Benefits

• Annual performance bonus.

• Long-term incentives.

• Evening shift compensation differential.