Technical Support Specialist - Evening
$54,000–$80,000 year
Hybrid · California, United States or Arizona, United States
Job Summary
Technical Support Specialist for evening hybrid/remote work focusing on diagnosing, troubleshooting, and resolving software and network-related incidents within Relativity's product vertical. Responsibilities include handling incoming requests, triaging issues, maintaining tickets in Salesforce, collaborating across verticals, and communicating with customers to meet SLAs. Growth opportunities include pursuing Relativity certifications and expanding expertise across Relativity products, with an evening CST shift compensation differential. The role emphasizes customer service excellence, technical proficiency (SQL, Relativity), and effective ticket management in a SaaS environment.
Required Qualifications
- Proven customer support experience, ideally in a tech or SaaS environment
- Technical proficiency with SQL and Relativity platform (Relativity certifications preferred)
- Strong knowledge of Windows OS and networking concepts
- Experience creating, updating, and resolving tickets in a ticketing system (Salesforce experience mentioned)
- Ability to follow SLAs and respond to clients promptly
- Strong written and verbal communication; collaborative cross-functional work
- Analytical and problem-solving skills; ability to document issues and resolutions clearly
- Familiarity with knowledge bases and self-service resources
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