Technical Support Application Analyst (Flexible Shifts)

Relativity is a leading legal data intelligence company building technology that helps users organize data, discover the truth, and act on it with confidence. Their AI-powered, cloud platform, RelativityOne, serves large law firms, corporations, and government agencies, assisting with litigation, investigations, regulatory inquiries, and data breach responses.

• 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 customer service tech support metrics
• Commitment to core company values
• Customer support experience
• Client-focused and ability to understand expectations
• Experience supporting clients as a primary contact via phone and email
• Experience troubleshooting complex issues
• Experience with SQL and Windows platforms
• Willingness to travel up to 10% of the time

• 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
• Create, categorize, update, escalate, transition, and resolve tickets following proper procedures
• Monitor open tickets, contact customers, and update tickets timely
• Provide responsive support during scheduled shifts, including on-call when required
• Complete all daily tasks and projects
• Track time daily