Technical Support Specialist - Overnight - Government Sector

Job Overview

The Technical Support Specialist plays a crucial role in providing technical assistance to both technical and non-technical customers. This includes diagnosing, troubleshooting, and resolving issues related to complex software and networked systems. You will engage with customers primarily through phone and email, necessitating strong technical knowledge of our products, SQL, networks, and servers, paired with exceptional customer service skills.

In your daily activities, you will create, resolve, and manage support tickets while addressing customer inquiries and escalating issues as necessary. Maintaining accurate records in Salesforce and responding to customers within designated service level agreements is essential. You will also keep management informed about significant matters related to personnel, performance, customer feedback, and project updates. You will report to the Manager of Customer Support. The working hours for this role are Monday to Friday, from 11:00 PM to 8:00 AM Central US Time, and the overnight shift offers a compensation differential.

Please note, due to specific contract needs, this position requires the successful candidate to be a U.S. citizen. You will need to obtain a Public Trust clearance to support the RelativityOne Government product, which involves a comprehensive background screening. If you are unable to secure this clearance, employment may be affected. A Public Trust clearance adds an additional compensation differential.

Key Responsibilities:

• Utilize SQL applications and tools to execute basic SQL queries.
• Respond to customer inquiries and support requests on a daily basis.
• Develop expertise in company products and services, actively sharing knowledge with customers.
• Collaborate with senior team members to troubleshoot and resolve complex customer issues.
• Acquire necessary skills to perform the responsibilities of the Technical Support Specialist effectively.

Policy and Procedure Responsibilities:

• Follow the proper procedures for managing support tickets to ensure accurate recording and reporting.
• Regularly monitor and update assigned open tickets, proactively communicating with customers.
• Provide responsive support during regular hours, including on-call duties as identified by management.
• Complete all daily tasks and projects efficiently.
• Track time daily for accountability.

Expectations:

• Deliver excellent customer service using the communication methods specified by Relativity.
• Be flexible in working a 9-hour overnight shift, with a 1-hour meal break, and be prepared for on-call scheduling.
• Work a daytime shift (8 AM-5 PM CST) for the initial 3 months of onboarding.
• Show initiative in learning new skills, such as SQL tools and query execution.
• Meet established goals related to customer support metrics.
• Consistently demonstrate commitment to the company’s core values.

Your Skills:

• Experience in customer support.
• Customer-focused with an understanding of customer expectations.
• Direct experience as a primary contact in supporting customers via phone and email.
• Proficient in troubleshooting complex technical issues.
• Familiarity with SQL and Windows platforms.
• Willingness to travel up to 10% of the time.

Compensation

This position offers a competitive base salary, an annual performance bonus, and long-term incentives. The expected salary range is between $54,000 and $80,000, with the final offer influenced by the candidate’s experience, skills, qualifications, and internal pay equity.