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Technical Support Application Analyst

4 tygodni temu

Kraków, Lesser Poland Relativity ODA LLC Pełny etat

Technical Support Application Analyst page is loaded

Technical Support Application Analyst

Apply remote type Relativity Service Delivery locations Kraków time type Full time posted on Posted 2 Days Ago job requisition id 25-0109

Posting Type

Remote

Job Overview

Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer flexible work arrangements?

The Application Analyst provides technical support aligned with a specific product vertical to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex 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 basis, the Application Analyst creates, resolves, and maintains tickets, while working within their product vertical to resolve issues and escalate tickets to other teams and verticals. It is essential that the Application Analyst maintains accurate records of all activities and interactions in Salesforce and responds to clients within 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 Customer Support. The work will take place from Monday to Friday in the afternoon hours.

Job Description and Requirements

Technical Skills/Responsibilities

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

Policy and Procedure Skills

  • Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets. Attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data
  • Track time daily
  • Complete all daily tasks and projects
  • Provide responsive support to clients during normal shift hours, when 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 qualified Application Analyst staff
  • Monitor assigned open tickets, contact customers, and update tickets on a timely basis

Expectations of the Role

  • Provide excellent customer service using the communication methods designated by Relativity
  • Commitment to and consistent demonstration of core company values
  • Meet identified goals regarding customer service tech support metrics
  • Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries
  • Is flexible to work rotational shifts (including nights, weekends, and public holidays), where shifts rotate or change according to a set schedule published in advance

Your Skills

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

Relativity is a diverse workplace with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless of how you identify.

Benefit Highlights:

  • Comprehensive health plans
  • Flexible work arrangements
  • Unlimited time off
  • Long-term incentive program
  • Training investment program

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

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between the following values: 82000 and 122000 PLN. The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill 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.

About Us

We're solving big data challenges in the legal tech industry, and we're always looking for more people to join us on the journey. At Relativity, you'll learn cross-functional skills to grow your career and have the chance to make a big impact on our customers, our industry, and our communities. We admire and value our employees, so it's no surprise that our hiring process is designed to help us really get to know you – and for you to get to know us, too.

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