Triage Specialist, Customer Triage
Global RelayWho we are:
For over 25 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.
We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.
Your Role:
Our Technical Support team helps ensure that Global Relay's services run smoothly for all customers. We are available 24x7 to quickly help our customers get to the bottom of every technical issue via troubleshooting and creative problem solving.
As an Administrative Assistant on the Support team, you will provide prompt and courteous frontline support to Global Relay’s customers and systems support staff.
You will contribute to the Technical Support team by:
- Completing user management requests and user support issues.
- Reviewing legal documents.
- Triaging incoming support tickets to determine problem severity in accordance with Service Level Agreements (SLA).
- Authorizing requests, ensuring contacts are authorized, as providing forms for completion.
- Verifying the identity of client representatives.
- Honing your great communication skills in an exciting, fast-paced environment.
- This is an outstanding opportunity for those looking to begin their career in the tech industry.
Your Job:
- Communicate with customers about changes to their authorized contacts.
- Conduct online presence investigation and data collection (legal / government filings)
- Provide user administration support for Global Relay’s systems and platforms
- Use Salesforce and Jira to effectively manage all requests and incidents
- Triage inbound Support tickets, including authorizing requests and gathering information
- Assist with Enterprise Support duties, including reporting and user import requests
- Manage Global Relay status page requests
- Manage social media archiving changes
- Update in-house Support Home Page incident and information management
About You:
- Ideally you have a post-secondary education; undergraduate degree or equivalent experience
- If you have 1 or 2 years of experience in a customer facing service/support role that would be great, but is not essential
- You should have a basic understanding of networks, email systems and their respective technologies
- You will need to be attentive to detail and have the ability to work within defined legal policies and procedures
- Given the nature of your relationship with our clients, you will need strong written and verbal communication in English
- You are able to effectively manage your own time
- You have prior experience using Microsoft Office (Outlook, Excel) and might have touched on Salesforce and Confluence(Jira) applications.
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.
To learn more about our business, culture, and community involvement, visit www.globalrelay.com.