Posting Type
Hybrid
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?Job Description and Requirements
Responsibilities:聽
Oversees daily staff activitiesoftheProductSupport team
Manages and coordinates urgent and complicated support issues. Acts asescalationpoint for all requests and incidents.聽
Monitors and manages Service Level Agreements to set expectations and measure performance.聽
Ensures smooth operational transition from one shift to the next to meet teamwide performance goals andensureongoing customer needs are addressed.聽
Advisesmanagement on situations that may requireadditionalsupport or escalation.聽
Manages processes for communicating outage/emergency activities.聽
Monitorsemployee work schedules andprovidesbackup support as needed.聽
Monitors and manages the ticket queue and assigns tickets to technicians.聽
Ensuresescalations coming fromvariouschannelsareacknowledged,investigatedand assigned to a teammemberASAP considering the priority of the issueand customer impact.
Maintainsthe flexibility to work any shifts or on-call schedules, or othertime framesas needed or requested.聽
Ensuresand followsappropriate policiesand procedures are followed for creating, scrubbing, updating, escalating, transitioning,resolving鈥痑nd closing support tickets.聽
Maintains close attention to detail for team-wide categorizing鈥痑nd documenting of tickets to ensureaccuratereporting and maintenance of historical data.聽
Accuratelytrack hoursworkeddaily.聽
Commitmentto andconsistent demonstration of core company values.
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
Preferred Qualifications:
2+ years of experience working in Relativity or e-discovery and/or 2+ years of experience working in Technical Customer Support聽
Experience with SQL and Windows platform, and/or experience with troubleshooting complex technical issues聽
ITIL certification
Minimum Qualifications:
Bachelor鈥檚 degree in Computer Science, Information Technology, or a related field, or equivalent experience (see experience requirement)聽
3+ years in a role interacting with customers, or equivalent education (see education requirement)聽
Experience supporting clients as a primary point of contact using phone and email聽
Exceptional customer service, written and verbal communication skills聽
Process-oriented with the ability to drive efficiency and strategies for improvement聽
Experience with and knowledge of contact centers, workforce management, and meeting service level targets聽
Ability to work efficiently under pressure, drive projects to completion and meet deadlines聽
Ability to manage multiple projects simultaneously and prioritize based on company and team objectives聽
Meticulous attention to detail聽
Experience using ITILmethodology
Relativity is a diverse workplace with different skills and life experiences鈥攁nd we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify.
Benefit Highlights:
Comprehensive health, dental, and vision plans
Parental leave for primary and secondary caregivers
Flexible work arrangements
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 following values:
110聽000 and 164聽000PLNThe 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.聽
Required Skills:
Communication, Database Management, Documentations, Process Improvements, Project Management, Requirements Gathering, Software Implementations, System Administration, Technical Support, Troubleshootingkcura