Customer Support Specialist, Technical Assistance

4 weeks ago

Vancouver, British Columbia, Canada Global Relay Full time

About Us:

With over two decades of experience, Global Relay has been a leader in enterprise information archiving, offering cutting-edge solutions in cloud archiving, surveillance, eDiscovery, and analytics. Our mission is to securely capture and maintain the communications data of the world's most regulated organizations, enhancing their visibility and control over information while ensuring compliance with rigorous regulations.

We pride ourselves on being more than just a technology company; Global Relay is a place for career growth, innovative ideas, and impactful contributions. We foster an environment where diversity and inclusion are paramount, encouraging collaboration and learning among employees from various backgrounds.

We invite you to explore our openings if your skills and experience align with our needs.

Your Responsibilities:

The Customer Triage team plays a crucial role in ensuring the seamless operation of our services for every client. Available around the clock, this team swiftly addresses customer inquiries, troubleshooting issues with a creative and analytical approach.

As a Customer Support Specialist, your primary responsibility will be to deliver prompt and professional frontline assistance to our clients and internal support teams.

You will engage in essential tasks such as managing user requests and resolving end-user support challenges. This includes reviewing legal documents and government filings, conducting online research to verify client representatives' identities, and facilitating the generation and processing of authorized contacts for company accounts. Effective communication, both verbal and written, is vital as you navigate a fast-paced environment while adhering to strict internal policies. Additionally, you will assist with specialized tasks such as reporting and user script import requests.

Key Responsibilities

Technical Duties:

  1. User management in Control Center, including updates to Salesforce ID and Self Service Requests.
  2. Adding users and managing roles in Service Manager.
  3. Overseeing the Triage Queue and managing service requests.
  4. Administering user management across Global Relay systems.
  5. Updating documentation and records in FileZilla, Secret Server, and Wiki.
  6. Engaging with social media platforms for both in-house and third-party communications.
  7. Assisting in the testing of new features and services.

Administrative Duties:

  1. Managing authorized contact lists.
  2. Communicating with customers regarding changes to authorized contacts.
  3. Conducting online investigations and data collection related to legal and government filings.
  4. Maintaining Salesforce records and processing forms.
  5. Tracking account reconciliation opportunities.
  6. Providing administrative support to the systems support team.
  7. Updating customer contacts on Global Relay support StatusPage.
  8. Assisting with customer outreach for projects and escalations.
  9. Preparing reports for Resellers.
  10. Performing any additional tasks as assigned by management.

Required Skills:

  1. 1 to 2 years of experience in a customer service or support role is preferred.
  2. Strong attention to detail and ability to adhere to legal policies and procedures.
  3. Excellent written and verbal communication skills in English.
  4. Effective time management abilities.
  5. Basic understanding of networking and email technologies is advantageous.
  6. Familiarity with Microsoft Office, Salesforce, and Confluence (Jira) is a plus.
  7. Willingness to work standard office hours, including weekends and on-call shifts as necessary.

Compensation:

Global Relay adheres to pay transparency laws, providing a competitive salary range for this role, along with a corporate bonus, extended health benefits, and RRSP matching.

What to Expect:

At Global Relay, your potential is limitless. We offer a supportive environment for energetic and driven individuals, providing mentorship and resources to help you achieve your career aspirations. Our culture promotes creativity and rewards hard work, allowing you to collaborate with talented professionals from diverse backgrounds.

We are committed to diversity, equity, and inclusion, ensuring that every employee's unique needs are met with reasonable adjustments and accommodations. Our flexible work arrangements promote a healthy work/life balance, blending in-office collaboration with remote work opportunities.

To learn more about our company, culture, and community initiatives, please visit our website.

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