Technical Support Specialist

Company: Relativity
Location: Des Moines
Posted on: January 21, 2025

Job Description:

Posting TypeRemote, HybridJob OverviewThe 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 responsibilitiesPolicy and Procedure Skills
  • Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets. Attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data
  • Monitor assigned open tickets, contact customers, and update tickets on a timely basis
  • Provide 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 management. Early/Late shifts and on-call could be required of the qualified Technical Support Specialist staff
  • Complete all daily tasks and projects
  • Track time dailyExpectations of the Role
    • Is flexible to work a fixed 9-hour Monday-Friday shift from 11am-8pm CST with a 1-hour meal break, on-call schedule, or other time frames specified by management
    • Able to work the 11am-8pm CST for a minimum of 12 months
    • Able to work an 8/9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding
    • Provide excellent customer service using the communication methods designated by Relativity
    • Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries
    • Meet identified goals regarding customer service tech support metrics
    • Commitment to and consistent demonstration of core company valuesYour Skills
      • Customer support experience
      • Client-focused and ability to understand expectations
      • Direct experience supporting clients as a primary contact or lead using phone and email
      • Experience troubleshooting complex issues
      • SQL and Windows platform experience
      • Travel 10% of the timeRelativity 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 $80,000The 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.

Keywords: Relativity, Waterloo , Technical Support Specialist, IT / Software / Systems , Des Moines, Iowa