Application Specialist 1 - Evening Shift (Remote) - Relativity

Description : Application Specialist 1 - Evening Shift (Remote). Company : Relativity. Location : Remote

Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer flexible work arrangements?
As an Application Specialist I you will be bridging the gap between the front line and our escalation verticals. In this role you will be expected to start developing a deeper expertise of our software. This position requires frequent phone and email interaction with customers, providing in-depth product and systems knowledge as well as the highest level of customer service. It is expected that you will require less guidance surrounding processes and procedures, and work more independently to resolve customer requests and incidents Your Role in Action: Technical Skills/Responsibilities

    • This position will spend a portion of their time working on inbound customer requests
    • The rest of your time will be spent taking on more complex tickets requiring follow-up and completing training and other tasks to further develop deeper skills with different product verticals
    • Deliver a great customer experience while triaging incoming customer requests, using all available communication channels
    • Partner with senior level team members as needed to troubleshoot and resolve customer incidents
    • Develop an expertise in company products and services, working towards becoming a subject matter expert
    • When interacting with our customer, take the initiative to provide best practices on the use of Relativity
    • Maintain the flexibility to work any shifts or on-call schedules, or other time frames as needed or requested
    • Collaborate closely with team members in all worldwide locations to provide extended global support hours
    • Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries
    • Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices
    • Meet identified goals with respect to Customer Support metrics
    • Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, resolving, and closing support tickets
    • Maintain close attention to detail when categorizing and documenting tickets to ensure accurate reporting and maintenance of historical data.
    • Accurately track hours worked daily
    • Commitment to and consistent demonstration of core company values
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 a 9-hour Monday-Friday shift from 3pm-12am CST with a 1-hour meal break, on-call schedule, or other time frames specified by management
    • 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 value
Your Skills
    • Available to work 3 pm - 12 am CST Shift
    • 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
Relativity is a diverse workplace with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify.
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 Unlimited time off Long-term incentive program Training investment program
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.