Technical Support Specialist – Weekend

This is a fully remote position, open to applicants in Idaho, +3 more states.

📋 Description

• Deliver technical assistance to both technical and non-technical clients by diagnosing, troubleshooting, repairing, and debugging intricate software and/or networked systems.

• Frequently engage with clients via phone and email.

• Create, resolve, and manage support tickets effectively.

• Address issues and escalate tickets to relevant teams and departments.

• Keep precise records of activities and interactions in Salesforce.

• Respond to clients within established service level agreements.

• Update management on personnel, performance, customer perceptions, and project progress.

• Collaborate with team members to ensure the delivery of high-quality service.

• Provide support for multiple product areas as necessary.

• Utilize SQL applications and tools to execute basic SQL queries.

• Develop a deep understanding of company products and services and share this knowledge with customers.

• Work alongside senior team members to troubleshoot and resolve customer incidents.

• Create, classify, update, escalate, transition, and resolve tickets in accordance with established procedures.

• Monitor open tickets, reach out to customers, and update tickets in a timely manner.

• Offer responsive support during scheduled shifts, on-call periods, or as directed by management.

• Complete daily tasks and projects efficiently.

• Track time daily.

⛳️ Requirements

• Experience in customer support.

• A customer-centric approach with the ability to comprehend expectations.

• Direct experience serving customers as a primary contact or lead via phone and email.

• Proficiency in troubleshooting complex issues.

• Familiarity with SQL and Windows platforms.

• Availability to work a 4x10-hour shift: Saturday, Sunday, Tuesday, and Wednesday, from 9:00 AM to 8:00 PM CST, including a 1-hour meal break.

• Availability to work an 8/9-hour shift Monday through Friday from 8:00 AM to 5:00 PM CST with a meal break during the initial 3 months of onboarding.

• Willingness to work on-call schedules or other hours as designated by management.

• Openness to travel up to 10% of the time.

• U.S. citizenship is required.

• Must obtain a Public Trust clearance to support the RelativityOne Government product.

• Capability to secure necessary clearance through the federal government screening process.

• Proven initiative to learn SQL applications and tools for executing basic SQL queries.

• Ability to meet the metrics for customer service technical support.

• Dedication to and consistent exhibition of core company values.

• Required skills encompass Database Management, Documentation, Information Security, Project Management, Requirements Gathering, Software Development, Structured Query Language (SQL), System Implementations, Technical Support, and Vendor Management.

🏝️ Benefits

• Competitive base salary.

• Annual performance bonus.

• Long-term incentives.

• Additional compensation differential for the 4x10-hour weekend shift.

• Extra compensation differential for obtaining Public Trust clearance.

• Opportunity to acquire cross-functional skills and advance your career.

• Ability to make a significant impact on customers, the industry, and communities.