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Customer Support Specialist
2 months ago
About Global Relay
Global Relay is a leading provider of enterprise information archiving solutions, offering cloud archiving, surveillance, eDiscovery, and analytics services to highly regulated firms. Our mission is to provide secure and compliant solutions that give our clients greater visibility and control over their information.
Job Summary
We are seeking a highly skilled and customer-focused Customer Support Specialist to join our team. As a key member of our Customer Triage team, you will be responsible for providing prompt and courteous frontline support to our customers and systems support staff.
Key Responsibilities
- Provide technical support to customers via phone, email, and chat, troubleshooting services and using creative problem-solving to resolve technical issues.
- Manage user requests and end-user support issues, ensuring timely and effective resolution.
- Review legal documents and government filings to verify the identity of client representatives, leading to the generation and processing of authorized contacts on company accounts.
- Communicate effectively with customers and internal teams, adhering to strict internal policies and procedures.
- Assist with specialized duties such as reporting, user script import requests, and other tasks as required.
Requirements
- Minimum of 1-2 years of experience in a customer-facing service/support role.
- Excellent attention to detail and ability to work within defined legal policies and procedures.
- Strong written and verbal communication skills in English.
- Excellent time management skills and ability to work in a fast-paced environment.
- Basic understanding of networks, email systems, and their respective technologies.
- Prior experience with Microsoft Office, Salesforce, and Confluence/Jira applications is an asset.
What We Offer
Global Relay offers a competitive compensation package, including a corporate bonus, extended health benefits, and RRSP matching. We are committed to diversity, equity, and inclusion, and seek to ensure reasonable adjustments and accommodations for all employees. We also offer flexible work arrangements and a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.
