Technical Support Application Analyst (Flexible Shifts)

Relativity is a leading legal data intelligence company building AI-powered, cloud platform technology called RelativityOne for legal, investigation, and regulatory purposes. Their clients include the world’s largest law firms, corporations, and government agencies.

• Customer support experience with phone and email interaction as a primary contact.
• Ability to understand client expectations and provide excellent customer service.
• Experience troubleshooting complex issues.
• Experience with SQL and Windows platforms.
• Flexibility to work 8-hour shifts in the 6am-12am CEST time window.
• Willingness to travel up to 10% of the time.
• Commitment to company values and meeting customer service metrics.
• Initiative to learn new skills such as SQL applications and tools.

• 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, sharing knowledge with customers.
• Partner with senior team members to troubleshoot and resolve customer incidents.
• Maintain accurate ticket records in Salesforce and respond within service level agreements.
• Follow procedures for ticket management: creating, categorizing, updating, escalating, transitioning, and resolving tickets.
• Monitor assigned open tickets, contact customers, and update tickets timely.
• Provide support during scheduled shift hours, including early/late shifts and on-call as required.
• Complete daily tasks, projects, and track time.

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 other legally protected bases. Flexible schedule requires availability for shifts between 6am and 12am CEST time zone. On-call duties and early/late shifts may be required.