Technical Support Application Analyst (Remote 24/7)

The Application Analyst role is within Relativity Poland sp. z o.o., providing technical support aligned with a specific product vertical. The position involves frequent interaction with customers via phone and email, requiring development of technical product, SQL, network, and server knowledge. The role reports to the Manager of Product Support and involves working rotational shifts including nights, weekends, and public holidays.

• Customer support experience
• Client-focused with ability to understand expectations
• Direct experience supporting clients as primary contact or lead via phone and email
• Experience troubleshooting complex issues
• SQL and Windows platform experience
• Willingness to travel 10% of the time
• Ability to work rotational shifts including nights, weekends, and public holidays

Technical Skills/Responsibilities:

• Use SQL applications and tools to run basic SQL queries
• Respond to client questions, problems, and work requests daily
• Develop expertise in company products and services and share knowledge with customers
• Partner with senior team members to troubleshoot and resolve customer incidents
• Perform Application Analyst position responsibilities capably

Policy and Procedure Skills:

• Follow procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets with attention to detail
• Monitor assigned open tickets, contact customers, and update tickets timely
• Provide responsive support during scheduled shifts, including early/late shifts and on-call as requested
• Complete all daily tasks and projects
• Track time daily

Expectations of the Role:

• Provide excellent customer service using designated communication methods
• Be flexible to work rotational shifts including nights, weekends, and public holidays
• Demonstrate initiative to learn new skills such as SQL applications and tools
• Meet identified goals regarding customer service tech support metrics
• Consistently demonstrate core company values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected basis, in accordance with applicable law.