Posting Type
Remote
Job Overview
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 Application Analyst position responsibilities
Policy 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 Application Analyst staff
• Complete all daily tasks and projects
• Track time daily
Expectations of the Role:
- Provide excellent customer service using the communication methods designated by Relativity
- Is flexible to work rotational shifts (including nights, weekends, and public holidays), where shifts rotate or change according to a set schedule published in advance
- 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 values
Your 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 time
Benefit Highlights:
Comprehensive health, dental, and vision plans
Parental leave for primary and secondary caregivers
Flexible work arrangements
Two, week-long company breaks per year
Additional time off
Long-term incentive program
Training investment program
Relativity is a diverse workplace with different skills and life experiences-and we love and celebrate