Elite Enterprise Support Specialist: 24/7 Client Care

Global Relay; Greater London; On-site; GBP 60,000 - 85,000; Full time

Job summary

Global Relay seeks an Enterprise Services Support Specialist to guide enterprise clients post-implementation, troubleshoot complex issues, and coordinate with Sales, Provisioning, and Customer Success teams to ensure top-tier support.

The role emphasizes proactive issue resolution, hands-on product knowledge expansion, and delivering consistent, personalized technical assistance to maximize retention and account growth.

Qualifications

• Post-secondary education (undergraduate degree preferred).
• 5 years SaaS support experience in a client facing role.
• 3 years technical, enterprise support experience.
• Exceptional communication and collaboration skills.
• Ability to collaboratively set priorities and coordinate work with peers.

Responsibilities

• Act as the primary contact for troubleshooting and issue resolution for enterprise clients.
• Develop an in-depth understanding of your client's environment.
• Manage high profile client relationships independently while guiding internal stakeholders.
• Take client issues from inception to resolution with white-glove care.
• Provide rapid break-fix support to aid clients in critical moments.
• Manage dedicated support cases outside usual queues with minimal wait times.
• Proactively follow up on open issues to ensure timely resolution.
• Expand product knowledge across Global Relay products and share with the team.
• Mentor junior team members and participate in QA processes.
• Maintain documentation of client environments and troubleshooting processes.

Skills

Troubleshooting

Communication

Cross-team collaboration

Prioritization

Proactive support

Education

Undergraduate degree preferred

Tools

Jira

Confluence

Salesforce Service Cloud

Job description

Global Relay seeks an Enterprise Services Support Specialist to guide enterprise clients post-implementation, troubleshoot complex issues, and coordinate with Sales, Provisioning, and Customer Success teams to ensure top-tier support.

The role emphasizes proactive issue resolution, hands-on product knowledge expansion, and delivering consistent, personalized technical assistance to maximize retention and account growth.