Job Description

For more than 20 years Global Relay has set the standard and trends in compliant communications with our multi-award winning unified communications, data capture, and data analysis platform. We securely capture and manage the world's communications data and give its owners greater control and visibility to drive value and ensure compliance with the regulatory requirements of a large variety of industries and authorities.

We offer competitive compensation and benefits and all the other typical things you expect, but we are not your typical company. Global Relay is a career-making company. It is a place for big ideas, new challenges, and cutting-edge innovation. It is a place where you can make an impact.

Your Role:

Our Technical Support Team helps ensure that Global Relay's Messaging Platform run smoothly for all customers, Our Support team is available 24/7 to quickly help our customers and ensure their service requests & any technical issues are handled efficiently and professionally.

As a valued member of our Team, your primary role will be to support our Technical Support team and collaborate with our Product Teams in ensuring our customer's satisfaction rate is always at 100%. You will help us deliver an outstanding customer service experience through your knowledge, charisma and dedication.

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

So, 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 is the opportunity for you!

Your Job:

• Communicate with customers and internal teams in managing our customers' Global Relay Messaging Platform.
• Provide application management and user administration assistance to Global Relay Customers.
• Use Salesforce, JIRA and various Carrier platforms to manage all customer requests and incidents.
• Provide Administrative Support to our Technical Support Team in managing our services.
• Frequently engage with internal teams to drive sales, development, resolution of issues and major incident activities, handling all customer facing communications to set clear expectations through closure.
• Work closely with product development teams and QA teams to test new features before releases, bug fixes and surfacing meaningful customer feedback.
• You will help us understand customer trends, documenting and reporting what you observe to your Lead in order to better improve the customer experience.

About You:

• Minimum of 1 year of experience in a Helpdesk, Service Desk or Similar type of customer service/facing role.
• Excellent written and verbal communication skills, you enjoy crafting clear and concise messages to customers.
• Outstanding organizational, interpersonal skills and exceptional attention to detail.
• Ability to exercise good judgement and discretion with confidential information.
• You are adaptive and have a strong willingness to learn while working in a fast-paced environment.
• You are empathetic and like communicating complex technical problems and solutions to end users at all levels of proficiency and are easily understood by diverse audiences.
• Technical knowledge and experience in different operating systems, infrastructure, and working knowledge of IT troubleshooting tools and techniques.
• Good working knowledge in different Messaging Applications such as WhatsApp, WeChat and Native SMS.
• Good working knowledge in Salesforce, JIRA, Confluence and SaaS Implementations is a PLUS!
• One or more years of experience supporting different operating systems (Windows, MacOS, iOS, Android and VoIP systems).

About Us:

At Global Relay there is no ceiling. This is the land of opportunity for the energetic, intelligent, and driven people that make this company great. The combination of the right people in the right positions and a rapidly growing company means unlimited career potential.

You will receive the mentoring, coaching, and support that you need to reach your personal and career goals. You'll be part of a culture that promotes and rewards hard work and creativity and will grow into the new opportunities that are available to you.

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.

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