Technical Support Specialist - Overnight

Job Overview

The Technical Support Specialist plays a vital role in providing exceptional technical support to both technical and non-technical customers. In this position, you will diagnose, troubleshoot, repair, and debug complex software and network systems. Frequent communication via phone and email with customers is essential, requiring both technical knowledge and outstanding customer service skills.

Your daily responsibilities will include creating, resolving, and maintaining support tickets while ensuring accurate records are documented in Salesforce. You’ll work to resolve issues, escalating them as necessary to different teams. You'll also be expected to inform management about key concerns related to personnel, customer satisfaction, and project status. This position reports to the Manager of Customer Support.

Working Hours : Monday to Friday, 11 : 00 PM to 8 : 00 AM Central US Time. This overnight position includes a compensation differential.

Due to specific customer contract stipulations, this role requires you to be a U.S. citizen. As part of your responsibilities for supporting the RelativityOne Government product, you must obtain a Public Trust clearance. The federal government will manage the clearance process, which includes background screenings. Failure to secure this clearance will affect your ability to work on relevant projects.

Key Responsibilities :

• Utilize SQL applications to run basic SQL queries.
• Respond promptly to customers' questions, problems, and requests.
• Gain expertise in company products while actively sharing knowledge with customers.
• Collaborate with senior colleagues to troubleshoot and resolve incidents.
• Exhibit capability in all responsibilities of the Technical Support Specialist role.

Policy and Procedure Responsibilities :

Expectations :

Your Skills :

Compensation : This position offers a competitive base salary, an annual performance bonus, and long-term incentives. The salary range is between $54,000 and $80,000, and final salary offers will depend on your experience and qualifications. Hiring at the high end of this range is atypical to allow room for future salary growth.