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Training & Customer Support Specialist
2 months ago
About Global Relay
Global Relay is a leading provider of enterprise information archiving solutions, serving the world's most highly regulated firms. Our cloud-based archiving, surveillance, eDiscovery, and analytics solutions ensure compliance with stringent regulations and provide greater visibility and control over information.
Our Mission
We strive to deliver exceptional customer experiences through thorough product training and assistance with all non-IT customer service-related matters. Our team stays well-informed of product enhancements, ensuring customers receive the latest product knowledge.
Your Role
- Provide superb customer service for Global Relay's blue-chip clients, handling customer calls, identifying customer needs, answering customer inquiries, and following up on service issues.
- Assist customers in tailoring their accounts to suit their particular needs, in relation to their highly regulated industry.
- Use webinar applications to deliver product training to end users on Global Relay's suite of products and provide ongoing customer support.
- Troubleshoot and support customer issues.
- Support a positive learning and development culture for continual professional growth while creating an environment open to questions and change.
- Present information to customers in a manner that engages learners and encourages participation and feedback.
- Participate in team meetings.
- Stay informed of relevant changes to products and features.
- Work on projects and special assignments as appropriate.
About You
- Degree or Diploma and/or work experience as a product trainer or in a customer service role.
- Ability to speak and write English fluently and possess excellent interpersonal and communication skills with excellent telephone etiquette.
- Exceptional time management and organizational skills with high attention to detail.
- Ability to exercise tact and discretion and can be entrusted with confidential information.
- Ability to take complex topics or tasks and break them down for learners and effectively communicate with individuals at all levels of an organization.
- Ability to respond to continually changing priorities to meet the demands of the team, our customers, and our company.
- Professional business manner with the ability to make decisions under pressure.
- Goal-oriented self-starter who can work independently and reliably with minimal supervision and has an appetite for continuous learning.
- Comfortable working under pressure in a fast-paced environment.
- True team player who is willing to roll up their sleeves, assist, and support other team members and take on new tasks.
- Proficient in Microsoft Office applications (Word, Excel, Access, PowerPoint & Outlook).
