Technical Support Specialist - Overnight Shift

Overview

Join our team as a Technical Support Specialist, where you will provide exceptional technical support to both technical and non-technical customers. Your role will involve diagnosing, troubleshooting, repairing, and debugging complex software and networked systems. Expect to engage with our customers frequently via phone and email, requiring both in-depth technical product knowledge and outstanding customer service skills.

Position Details :

This is a remote / hybrid position with overnight working hours from Monday to Friday, 11 : 00 PM to 8 : 00 AM Central US time. The weekday overnight shift comes with additional compensation. You will report to the Manager of Customer Support.

Due to contract requirements, candidates must be U.S. citizens and able to obtain a Public Trust clearance. The government will handle the clearance process, which may involve further background checks. Failure to obtain the Public Trust clearance may result in employment termination, particularly regarding work on the RelativityOne Government product. Successfully obtaining the clearance may also provide additional compensation.

Your Role in Action : Key Responsibilities

• Utilize SQL tools to perform basic queries and support customer inquiries.
• Address customer questions and requests on a daily basis, striving for quick resolution.
• Develop deep expertise in our products and services and share this knowledge with customers proactively.
• Collaborate with senior team members to effectively troubleshoot and resolve customer issues.
• Maintain and enhance your technical support skills as required.

Policy and Procedure Adherence

Expectations for Success

Your Qualifications

Compensation and Benefits

We value fair and equitable compensation practices. This position includes total compensation opportunities such as base salary, annual bonus, and long-term incentives, with an expected salary range of $54,000 to $80,000. The final salary will depend on your experience, skills, qualifications, and adherence to our internal pay equity policies.

Employment Details :