Technical Support Specialist
TechnicalSupportSpecialist-WeekdayOvernight
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Specialist - Weekday Overnight at Technical Support Specialist. Skills: Technical Support, SQL, Customer Service. Provide technical support to a mix of technical and non-technical customers. Diagnose, troubleshoot, repair and debug complex software and/or networked systems”
What You'll Achieve.
Meet identified goals regarding customer service tech support metrics
Industry & Context.
Diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems
Weekday overnight shift, U. S. citizen, Obtain a Public Trust clearance, Travel 10% of the time, On-call schedule
What They're Looking For.
Must Have
Customer support experience, Customer-focused and ability to understand expectations, Direct experience supporting customers as a primary contact or lead using phone and email, Experience troubleshooting complex issues, SQL and Windows platform experience
What You'll Do.
Provide technical support to a mix of technical and non-technical customers
repair and debug complex software and/or networked systems
Resolve issues and escalate tickets to other teams and verticals
Maintain accurate records of all activities and interactions in Salesforce
Respond to customers within identified service level agreements
Inform management of important issues regarding personnel
Follow appropriate procedures for creating
and resolving tickets
Monitor assigned open tickets
and update tickets on a timely basis
Provide responsive support to customers during normal shift hours
when scheduled for early and late shifts
and as identified for on-call or as requested by management
Complete all daily tasks and projects
How You'll Work.
Team & Collaboration
Work with colleagues to ensure quality service; Partner with senior level team members as needed to troubleshoot and resolve customer incidents
Communication Scope
Exceptional customer service skills; Frequent phone and email interaction with customers
Full Job Description
__**Posting Type**__ Remote __**Job Overview**__ The Technical Support Specialist provides technical support 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 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 customers within identified service level agreements. You will inform management of important issues regarding personnel, performance, customer 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 Monday to Friday 11:00 PM to 8:00 AM Central US (United States) Time, and the weekday overnight shift offers a compensation differential. Due to specific customer contract requirements, this position requires that the successful candidate be a U.S. citizen. As a condition of your role supporting the RelativityOne Government product, you are required to obtain a Public Trust clearance. The process for obtaining the Public Trust clearance will be handled by the federal government and could include additional background screening regarding criminal history, drug use, financial records, and a character assessment. If you are unable to obtain the Public Trust clearance, you will be unable to work on the RelativityOne Government product, and your employment, if still in effect, may be terminated. Obtaining Public Trust clearance offers an additional compensation differential. __**Job Description and
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