Technician, Technical Customer Support

2 months ago

Vancouver, Canada Global Relay Full time

**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.

**Your role**:
The Global Relay Support Team works with some of the biggest names in the financial industry, providing leading archiving and messaging services. You'll be involved in supporting their requirements on a day-to-day basis, enhancing or troubleshooting their technical environments and configurations.

Liaising with customers\internal staff to communicate and collaborate effectively with both technical and non-technical individuals.

You'll find yourself in a supportive environment that encourages growth and continual learning, both personally and professionally.

**Your responsibilities**:

- Provide the highest level of customer service for Global Relay's clients: handling customer calls, identifying customer needs, answering customer inquiries, and following up with customers on service issues
- Complete technical requests and changes related to customers' archiving setup and configuration
- Providing all forms of message data delivery support and troubleshooting including SMTP Errors, NDR's, analyzing headers, server log tracing and DNS issues
- Troubleshoot Microsoft Exchange configuration issues with IT professionals, such as Microsoft Exchange journaling and Active Directory integration
- Support the archival configuration of various systems, including Microsoft Teams, Skype for Business, Slack, Refinitiv, Bloomberg®, Zoom and most social media platforms
- Assist in the testing of new systems, features and services (Open connectors and API)
- Contribute to the continued growth of the team; helping to implement documentation, policies, and procedures

**About you**:

- Minimum of 3 years in technical support including a minimum of 2 years of customer facing
- Excellent interpersonal and communication skills in both verbal and written English, communicating complex technical problems and solutions to end users of all skill levels
- Critical thinking skills, strong analytical skills and the ability to identify problems by observation and research
- Goal oriented self-starter who can work independently as well as excel in a team environment with mínimal supervision adaptive and a strong willingness to learn while working in a fast-paced environment
- Must be able to accurately document complex technical issues and comprehensively outline resolution steps in a support case
- Ability to exercise good judgment and discretion with confidential information
- Knowledge and familiarity with Active Directory, LDAP, SAML / SSO / MFA is also a nice to have
- Familiarity with Salesforce CRM and Confluence is desirable

**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 tailored 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.

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