Technician, Client Support

Global Relay; Vancouver; On-site; CAD 60,000 - 70,000; Full time

Job summary

A technology company in Vancouver seeks a Client Support professional to provide 24/7 customer and technical support for Global Relay App Services. The ideal candidate will assist customers with onboarding and product features, possess strong problem-solving skills, and demonstrate effective communication. Pay range is $60,000 – $70,000 CAD with comprehensive benefits including a subsidized meal program and extended health benefits.

Benefits

Comprehensive health benefits

Subsidized meal program

Paid vacation days

Qualifications

• 1 - 2 years of experience in a SaaS business model and messaging applications.
• 1 - 2 years of experience in a helpdesk or service desk environment.
• Ability to work with challenging customers under time constraints.

Responsibilities

• Communicate with Global Relay App customers to manage services.
• Provide first level application support and management.
• Analyze feature requests and create escalation tickets.

Skills

Customer service skills

Problem solving

Effective communication

Tools

Salesforce

JIRA

Job description

Overview

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.

Global Relay is a career-building company. A place for big ideas, new challenges, and groundbreaking innovation where you can make an impact and be recognized for it. We value diversity, inclusion, and collaboration, and strive to create a work environment free of barriers.

Your role

The Client Support team is part of our frontline group providing 24x7 customer and technical support to ensure Global Relay App Services run properly for each customer. They provide end user support, troubleshooting, and proactive problem resolution.

The team’s responsibilities include managing requests related to our customer’s Global Relay App Services, such as Global Relay App Instant Messaging, Texting, Voice, WhatsApp, and Personal Search, and providing prompt and courteous implementation assistance to customers.

The team communicates effectively both verbally and in writing and collaborates with internal support and product teams in a fast-paced environment to mitigate risks and mistakes in production.

If you enjoy learning new things, digging into log files, configuring software, or troubleshooting in-house solutions, this is the opportunity for you. This role will be fully onsite at our Gastown office.

Your responsibilities

• Communicate with Global Relay App customers and internal teams to manage Global Relay App services via phone, email, and ticketing system
• Take ownership of requests and cases for Global Relay App services, including onboarding, provisioning, and implementation of features such as:
  • Instant Messaging and Directory Management
  • Texting and Voice features, including managing GR App numbers (Virtual, Hosted & Ported)
  • Enabling WhatsApp services on GR App numbers including Corporate Number onboarding
  • Managing GR app features such as International Feature enablement
  • Managing SAML/SSO and Directory Sync/SCIM for GR App services
• Provide first level GR App application support and management, including user and license management
• Use Salesforce, JIRA, and various internal systems as well as 3rd party carrier platforms to manage customer requests and incidents related to Global Relay App
• Provide beta testing and demo visibility on new releases and services within Global Relay App Services
• Analyze feature requests and bug issues, and create escalation tickets to 2nd level Application Support and product teams for investigation and resolution
• Document customer trends and observations to help improve the customer experience
• Engage with internal teams to drive sales, development, and resolution of issues; communicate clearly with customers to set expectations through closure
• Capture, reuse, and share knowledge using in-house solutions; contribute to team learning and documentation
• Work closely with product development and QA teams to test new features, bug fixes, and surface meaningful customer feedback
• Act as an escalation point for technical and procedural issues related to support or customer issues

About you

• Minimum of 1 - 2 years of experience in a SaaS business model and messaging applications
• Minimum of 1 - 2 years of experience in a helpdesk or service desk environment
• Ability to work with challenging customers with time constraints
• Willingness to work in a flexible, changing shift

Compensation

Global Relay advertises the pay range for this role in compliance with British Columbia’s pay transparency laws. Individual pay rates are determined by factors such as expertise, skills, education, and professional background.

The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We provide a comprehensive extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include paid sick days, maternity/parental enhancement program, corporate bonuses, and an RRSP contribution matching program.

For Vancouver-based employees, we provide a subsidized meal program, courtesy of our in-house culinary team. British Columbia - Base salary range $60,000 — $70,000 CAD

What you can expect

At Global Relay, there’s no ceiling to what you can achieve. It’s a land of opportunity for the energetic, the intelligent, and 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. 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.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.