Overnight Technical Support Specialist - Government

Job Overview : Join our team as an Overnight Technical Support Specialist, where you'll play a vital role in providing exceptional technical assistance to a diverse group of customers, both technical and non-technical. Your responsibilities will include diagnosing, troubleshooting, repairing, and debugging complex software and networked systems. You'll interact frequently with customers via phone and email, requiring strong technical knowledge in products, SQL, networks, and servers, as well as superior customer service skills.

Position Type : Remote / Hybrid

In this role, you'll create, resolve, and maintain service tickets while addressing issues directly or escalating them to appropriate teams. Accurate record-keeping of all activities in Salesforce is essential, as is adherence to service level agreements. Additionally, you'll inform management about critical issues affecting personnel, performance, customer perception, and project statuses. You'll report to the Manager of Customer Support. The working hours are Monday to Friday from 11 : 00 PM to 8 : 00 AM Central US Time, and this shift offers a compensation differential.

Due to specific client requirements, candidates must be U.S. citizens. To support the RelativityOne Government product, you will also need to obtain a Public Trust clearance. The federal government manages this process, which may involve background checks covering criminal history, drug use, financial records, and character assessments. Inability to obtain this clearance may affect your employment status. Required clearance comes with an additional compensation differential.

Technical Skills / Responsibilities

• Utilize SQL tools to execute basic queries.
• Respond promptly to customer inquiries and technical issues.
• Develop comprehensive knowledge of company products and share insights with clients.
• Collaborate with senior team members on complex incidents.
• Perform all duties as required of a Technical Support Specialist.

Policy and Procedure Skills

Expectations of the Role

Your Skills

Relativity is dedicated to fair and competitive compensation practices. This position includes a salary range of $54,000 to $80,000, plus an annual performance bonus and long-term incentives.