Relativity · 3 hours ago
Technical Support Specialist - Evening - Public Trust (Sunday-Thursday)
United States
Full-time
Remote
Entry, Mid Level
$54K/yr - $80K/yrRelativity is a company that specializes in providing software solutions, and they are seeking a Technical Support Specialist to provide technical support to both technical and non-technical customers. The role involves diagnosing, troubleshooting, and resolving issues related to software and networked systems while maintaining customer satisfaction and accurate records of interactions.
ComputerEdiscoveryEnterprise SoftwareInformation TechnologyLegalLegal TechSoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
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 Technical Support Specialist position responsibilities
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 Technical Support Specialist staff
Complete all daily tasks and projects
Track time daily
Obtain Public Trust clearance within the defined timeline provided by management
Is flexible to work a 9-hour Sunday-Thursday shift ranging from 1pm-12am CST with a 1-hour meal break, on-call schedule, or other time frames specified by management
Able to work an 8/9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding
Provide excellent customer service using the communication methods designated by Relativity
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
Qualification
Required
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 Technical Support Specialist position responsibilities
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 Technical Support Specialist staff
Complete all daily tasks and projects
Track time daily
Obtain Public Trust clearance within the defined timeline provided by management
Is flexible to work a 9-hour Sunday-Thursday shift ranging from 1pm-12am CST with a 1-hour meal break, on-call schedule, or other time frames specified by management
Able to work an 8/9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding
Provide excellent customer service using the communication methods designated by Relativity
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
Product 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
Application Management
Database Management
Project Management
Requirements Gathering
Software Development
Software Development Life Cycle (SDLC)
Structured Query Language (SQL)
System Implementations
Systems Analysis
Technical Support
Benefits
An annual performance bonus
Long-term incentives
Company
Relativity
Leading legal data intelligence company that builds technology to help users organize data, discover the truth, and act on it.
Founded in 2001
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$845MKey Investors
JPMorgan Chase & Co.Silver LakeICONIQ Growth
2026-01-16Debt Financing· $720M
2021-03-18Private Equity
2015-02-03Private Equity· $125M
Leadership Team
Phil Saunders
Chief Executive Officer
Kirk Larsen
Chief Financial Officer
Recent News
2026-01-22
2025-12-10
Company data provided by crunchbase