Technical Support Specialist

| Chicago
At Relativity, we make great software that helps users organize data, discover the truth, and act on it. Our product is used by more than 13,000 organizations around the world – in the cloud, on-premises, or both – to manage large volumes of data.
Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.

The Application Analyst provides the first line of support for our existing and potential clients. This position has frequent phone and email interaction with our clients and requires the development of in-depth technical product, SQL, network and server knowledge and the highest level of customer service skills.
 
On a daily basis, the Application Analyst creates, resolves, and maintains tickets, while working with Application Specialists to resolve issues and escalate tickets to other teams, as necessary. It is critical that the Application Analyst maintains accurate records of all activities and interactions in Salesforce and responds to clients within identified service level agreements. This role will inform management of critical issues regarding personnel, performance, client perception, and project statuses, and work closely with colleagues to ensure consistent, high quality service.

Technical Skills

  • Uses SQL applications and tools to run basic SQL queries
  • Responds to client questions, problems, and work requests on a daily basis
  • Possesses or rapidly develops the skills, knowledge, and experience to capably perform the Application Analyst position duties
  • Passes certification for Relativity Administration (RCA) within 6 weeks of start date

Policy and Procedure Skills

  • Follows appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing tickets. Attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data
  • Proactively monitors assigned open tickets, contacts customers, and updates tickets on a timely basis, according to the CSOP
  • Works closely and collaboratively with team in the U.S. to provide extended global support hours
  • Provides responsive support to clients during normal business 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
  • Completes all daily tasks and projects as requested, on-time, and with attention to detail and quality
  • Accurately tracks time on a daily basis

Expectations of Role

  • Provides excellent customer service using the communication methods designated by Relativity
  • Is flexible to work any shift, on-call schedule, or other timeframes as needed or requested by management
  • Demonstrates initiative to learn new skills and take on increasingly challenging projects
  • Communicates clearly and professionally, with both colleagues and clients, in written and verbal form
  • Meets identified goals in regards to client service tech support metrics
  • Arrives to work, meeting appointments, web events, and other scheduled events “on time”

Qualifications

  • Customer support experience
  • Client-focused and ability to understand expectations
  • Direct experience supporting clients as a primary contact or lead using phone and/or email
  • Relativity experience not a requirement, but a plus
  • Experience troubleshooting complex issues
  • Professional written and verbal communication skills
  • SQL and Windows platform experience 
  • Ability to manage multiple tasks and projects
  • eDiscovery/eDisclosure knowledge and industry experience is a plus
  • Ability to travel 10% of the time

Our software has more than 150,000 active users in more than 40 countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and more than 195 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest e-discovery and unstructured data challenges. If you’re ready to grow with us, we’d love to hear from you. 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.

Read Full Job Description

Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • Node.jsFrameworks
    • MySQLDatabases

Location

We’re a community of passionate, life-long learners tackling challenging problems. We care about each other and about our community.
231 South LaSalle Street, Chicago, IL 60604

Insider's spotlight

What’s the vibe like in the office?

"We always have our team members in mind. We treat each other like internal customers, going above and beyond when delivering on any request. These gestures of thanks show our genuine appreciation for one another."

Jessie

Finance

How do you collaborate with other teams in the company?

"Our colleagues and customers are intelligent—we can learn from them by asking questions and digging a little deeper into the 'how and why' of our software and industry, as everyone brings something different to the table."

Danielle

Certification Team

What makes someone successful on your team?

"Being great at your job means attacking the tough problems in technology and our industry with enthusiasm, and getting satisfaction from making life better for our customers."

Dan

Product Development

Perks of working here

401(K) Matching
Dental
Health Benefits
Stocked Kitchen
Vision
More Jobs at Relativity41 open jobs
All
Finance
Data + Analytics
Developer + Engineer
HR
Internships
Marketing
Operations
Product
Project Mgmt
Sales
Content
Developer
new
Relativity
Developer
new
Relativity
Operations
new
Relativity
Developer
new
Relativity
Developer
new
Relativity
Developer
new
Relativity
Developer
new
Relativity
Content
new
Relativity
Developer
new
Relativity
Developer
new
Relativity
Marketing
new
Relativity
Sales
new
Relativity
Operations
new
Relativity
Developer
new
Relativity
Developer
new
Relativity
Finance
new
Relativity
Developer
new
Relativity
Developer
new
Relativity
Developer
new
Relativity
Developer
new
Relativity
Developer
new
Relativity
Developer
new
Relativity
Developer
new
Relativity
Developer
new
Relativity
Project Mgmt
new
Relativity
Developer
new
Relativity
Internships
new
Relativity
Developer
new
Relativity
Data + Analytics
new
Relativity
Operations
new
Relativity
Product
new
Relativity
Product
new
Relativity
Sales
new
Relativity
Data + Analytics
new
Relativity