Job Description

Who we are:

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact - and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your Role:

As a valued member of our 24x7 customer-facing team, you will be on the front line helping us deliver an outstanding customer experience through your knowledge, charisma, and dedication. Your primary role will be to ensure that our customer's satisfaction rate is always at 100%, that their requests and issues are handled quickly and professionally, and that they are able to use our products effectively.

As our customer's first point of contact, you'll champion their needs and ensure they have the best possible experience. You will also spend time working with our product development teams to share customer feedback and insights, as well as test new features before release to help us build the best products for our customers.

This role offers the chance to work in a collaborative and curious, open environment where you are given the opportunity to innovate and grow.

If you enjoy learning new things, getting to the bottom of technical issues, sifting around log files, configuring software, or troubleshooting in-house solutions, this opportunity is for you!

Your Job:

• Provide first-class customer service for Global Relay's Unified Communications customers by handling customer calls & emails, identifying their needs, answering inquiries, and following up with customers on service issues
• Log and track calls and cases using our in-house CRM solution while maintaining detailed documentation of all interactions with the customer throughout the lifecycle of the request/issue
• Document and report your observations to your Lead in order to better improve the customer experience and help us understand customer trends
• Engage with internal teams to drive sales and development, resolve issues and major incident activities, and handle all customer facing communications to set clear expectations to closure
• Capture, reuse, and share knowledge using our in-house solutions, and contribute to the learning and success of your team and the company through collaboration and documentation
• Work closely with product development and QA teams to test new features, fix bugs, and surface meaningful customer feedback before releases

About You:

• Minimum 1 year of experience in a Helpdesk, Service Desk, or similar type of customer service or customer facing role
• Excellent written and verbal communication skills; you enjoy crafting clear and concise messages to customers
• Outstanding organizational and interpersonal skills
• Exceptional attention to detail
• Solution driven with a keen ability to listen to concerns, assess situations, and respond appropriately
• Technical knowledge and experience in different operating systems and infrastructures
• Working knowledge of IT troubleshooting tools and techniques
• Working knowledge and understanding of Active Directory, SCIM/Identity Management, MFA, and SSO
• Ability to exercise good judgement and discretion with confidential information
• Adaptive with a strong willingness to learn while working in a fast-paced environment
• Ability to communicate complex technical problems and solutions to a diverse audience of end users at all levels of proficiency
• Curious about technology with a solid understanding of the impact to business when something in software goes wrong
• Empathetic and patient, with the desire and ability to go above and beyond for the cause
• Resourceful, flexible, and able to work independently with minimal supervision
• Working knowledge of Salesforce, JIRA, and Confluence is an asset
• One or more years of experience supporting Instant Messaging platforms on different operating systems (Windows, MacOS, iOS, and Android) and SaaS implementations is an asset
• One or more years of experience in integrated SMS and VoIP systems is an asset

What you can expect:

At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are personalized to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it's flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.