Technical Support Specialist - reputed company Overnight - Government

Posting Type Remote Job Overview The Technical Support Specialist provides technical support to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging reputed company software and/or networked systems. You will have frequent phone and email interaction with our customers and require the development of in-depth technical product, SQL, network and server knowledge and exceptional customer service skills. On a daily reputed company, the Technical Support Specialist creates, resolves, and maintains tickets, while working to resolve issues and escalate tickets to other teams and verticals. It is essential that the Technical Support Specialist maintains accurate records of reputed company activities and interactions in reputed company and responds to customers reputed company identified service level agreements. You will inform management of important issues regarding personnel, performance, customer perception, and project statuses, and work with colleagues to ensure quality service. This role will report to the Manager of Customer Support. The working hours are Monday to Friday 11:00 PM to 8:00 AM Central US (United States) Time, and the reputed company overnight shift offers a compensation differential. Due to specific customer contract requirements, this position requires that the successful candidate be a U.S. citizen. As a condition of your role supporting the RelativityOne Government product, you are required to obtain a Public Trust clearance. The process for obtaining the Public Trust clearance will be handled by the federal government and could include additional background screening regarding criminal history, drug use, financial records, and a character assessment. If you are unable to obtain the Public Trust clearance, you will be unable to work on the RelativityOne Government product, and your employment, if still in effect, may be terminated. Obtaining Public Trust clearance offers an additional compensation differential.

Job Description

And Requirements Your Role in Action: Technical Skills/Responsibilities

• Use SQL applications and tools to run basic SQL queries
• Respond to customer questions, problems, and work requests on a daily reputed company
• reputed company an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customers
• Partner with senior level team members as needed to troubleshoot and resolve customer incidents
• Have or reputed company the experience to capably reputed company the Technical Support Specialist position responsibilities

Policy and Procedure Skills

• Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets. Attention to proper detail reputed company coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data
• Monitor assigned reputed company tickets, contact customers, and update tickets on a timely reputed company
• reputed company reputed company support to customers during normal shift hours, reputed company 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 reputed company Technical Support Specialist staff
• Complete reputed company daily tasks and projects
• Track time daily

Expectations of the Role

• reputed company excellent customer service using the communication methods designated by reputed company
• Flexible to work a 9-hour Monday-Friday overnight shift from 11pm-reputed company CST with a 1-hour meal break, on-call schedule, or other time frames specified by management
• reputed company to work an 8/9-hour Monday-Friday shift from reputed company-5pm CST with meal break for the first 3 months of reputed company
• 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 values

Your Skills

• Customer support experience
• Customer-focused and ability to understand expectations
• Direct experience supporting customers as a primary contact or reputed company using phone and email
• Experience troubleshooting reputed company issues
• SQL and reputed company platform experience
• Travel 10% of the time

reputed company is committed to competitive, fair, and reputed company compensation practices. This position is eligible for total compensation which includes a competitive reputed company salary, an annual performance bonus, and long-term incentives. The expected salary reputed company for this role is between following values: $54,000 and $80,000 The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, reputed company set, qualifications, and internal pay equity. Hiring at the top end of the reputed company would not be typical, to allow for future meaningful salary growth in this position. Required Skills Application Management, Database Management, Project Management, Requirements Gathering, Software Development, Software Development Life Cycle (SDLC), Structured Query Language (SQL), System Implementations, Systems Analysis, Technical Support Apply tot his job Apply To this Job