Relativity
TechnicalSupportSpecialist-Evening
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Specialist - Evening at Relativity. Skills: Technical Support, Customer Service, Troubleshooting, Ticket Management. Handle incoming customer responding. Respond to information requests”
Industry & Context.
Diagnosing issues; Troubleshooting issues; Resolving issues; Problem-solving
What They're Looking For.
Must Have
Basic knowledge of standard procedures, Basic knowledge of workflows, Customer-focused approach, Growing understanding of customer expectations, Growing understanding of customer perspectives, Solve basic problems with known strategies, Document issues and resolutions accurately, Use knowledgebase articles frequently, Manage and prioritize multiple tickets, Commitment to the Relativity’s Core Values
Nice to Have
Relativity Professional Title within 6 months, RelativityOne Certified Professional within 6 months, RelativityOne Review Professional within 6 months
What You'll Do.
Handle incoming customer responding
Respond to information requests
Fulfill service requests
Perform routine troubleshooting
Develop expertise in company's products
Develop expertise in company's services
Aid customers proactively
Partner with senior team members
Resolve complex incidents
Ensure accurate documentation in Salesforce
Maintain responsive communication with customers
Adhere to service level agreements
Update tickets promptly
Work collaboratively with team members
Inform management about significant issues
Inform management about performance issues
Inform management about customer perception issues
Inform management about project progress issues
How You'll Work.
Team & Collaboration
Work with colleagues; Work with team members; Across different verticals
Full Job Description
__**Posting Type**__ Hybrid/Remote __**Job Overview**__ The Application Analyst in Customer Support plays a pivotal role at Relativity, offering specialized technical support across a specific product vertical. Catering to both our technical and non-technical customer base, this role demands adeptness in diagnosing, troubleshooting, and resolving sophisticated software and network-related issues. The Application Analyst will engage with customers through frequent phone and email communications, necessitating strong customer service skills and an understanding of SQL, network and Windows platforms, and strengthening Relativity knowledge. 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 Product Support. The working hours are a 9-hour Sunday-Thursday shift ranging from 1pm-12am CST with a 1-hour meal break, and the evening shift offers a compensation differential. __**Job Description and Requirements**__ Key Responsibilities * **Technical Support & Troubleshooting**: Handle incoming customer requests; responding to information requests, fulfilling service requests, and performing triage and routine troubleshooting for incoming incidents. * **Knowledge Expertise** : Develop expertise in the company's products and services, proactively aiding customers and partnering with senior team members for resolving complex incidents. * **Ticket Management** : Efficiently create, categorize, update, escalate, and resolve ti
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