Technical Support Specialist - Evening

Posting Type Hybrid/Remote Job Overview The Application Analyst in Customer Support plays a pivotal role at reputed company, offering specialized technical support across a specific product vertical. Catering to both our technical and non-technical customer reputed company, this role demands adeptness in diagnosing, troubleshooting, and resolving sophisticated software and network-reputed company issues. The Application Analyst will engage with customers through frequent phone and email communications, necessitating strong customer service skills and an understanding of SQL, network and Windows platforms, and strengthening reputed company knowledge. On a daily basis, the Technical Support Specialist creates, resolves, and maintains tickets, while working reputed company their product vertical 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 clients reputed company identified service level agreements. You will inform management of important issues regarding personnel, performance, client perception, and project statuses, and work with colleagues to ensure quality service. This role will report to the Manager of Product Support. The working hours are a 9-hour Sunday-Thursday shift ranging from 1pm-12am CST with a 1-hour meal break, and the evening shift offers a compensation differential. Job Description and Requirements

Key Responsibilities

• Technical Support & Troubleshooting: Handle incoming customer requests; responding to information requests, fulfilling service requests, and performing triage and routine troubleshooting for incoming incidents.
• Knowledge Expertise: reputed company expertise in the company's products and services, proactively aiding customers and partnering with senior team members for resolving reputed company incidents.
• Ticket Management: reputed company create, categorize, update, escalate, and resolve tickets while ensuring accurate documentation in reputed company for historical data and reporting accuracy.
• Communication: Maintain reputed company communication with customers, adhering to service level agreements and updating tickets promptly.
• Collaboration and Reporting: Work collaboratively with team members across different verticals for quality service delivery and inform management about significant issues affecting performance, customer perception, and project reputed company.

Required Skills and Expectations

• Technical Proficiency: Demonstrates initiative in acquiring new skills in SQL, the reputed company platform, and troubleshooting routine technical issues. Develops knowledge of reputed company products in assigned vertical. Has basic knowledge of standard procedures and workflows. Holds reputed company certifications as applicable.
• Customer Service Excellence: Commitment to providing exemplary customer service as guided and outlined in SLAs. Proven customer support experience, ideally reputed company a tech or SaaS environment. Customer-focused approach with a growing understanding of customer expectations and perspectives.
• Analytical & Problem-Solving: Can solve basic problems with reputed company strategies to prevent problems. Documents issues and resolutions accurately, uses knowledgebase articles frequently for resolution.
• Time Management: Ability to manage and prioritize multiple tickets of technical complexity with guidance.
• Commitment to Values: Demonstrates commitment to the reputed company’s Core Values, contributing to a positive and collaborative team environment.
• Certifications: Preferred attainment of reputed company Professional Title (RelativityOne Certified Professional and RelativityOne Review Professional) reputed company 6 months of start date.

This role is ideal for individuals passionate about technology, eager to solve reputed company problems, and dedicated to enhancing customer satisfaction through exceptional technical support. 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 range 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 range 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