Onsite London: SaaS Client Support Tech

Global Relay; Greater London; Presencial; GBP 30.000 - 38.000; Jornada completa

Descripción de la vacante

Global Relay is seeking a Client Support specialist for the London office. You will join a 24x7 frontline team providing end-user and technical support for Global Relay App Services, including messaging, texting, voice, WhatsApp, and directory management.

You will handle onboarding, provisioning, and implementation tasks, with strong emphasis on customer communication and issue resolution. The ideal candidate has 1–2 years of SaaS or helpdesk experience, can work flexible shifts, and will

Formación

• 1–2 years in a SaaS business model or message applications.
• 1–2 years in a helpdesk or service desk environment.
• Able to handle challenging customers and shifts.

Responsabilidades

• Communicate with Global Relay App customers and internal teams via phone, email and ticketing system.
• Own requests for onboarding, provisioning and implementation of Global Relay App services and features.
• Provide first-level app support and license management for customers.
• Utilize Salesforce, JIRA and internal systems to manage requests and incidents.
• Contribute to beta testing and demos of new releases and services.
• Analyze feature requests and escalate issues to second-level support and product teams.
• Document customer trends and report insights to leadership to improve experience.
• Engage with internal teams to drive sales, resolve issues and manage major incidents.
• Capture and share knowledge to assist the team and company.

Conocimientos

SaaS experience

Helpdesk experience

Customer communication

Time management

Descripción del empleo

Global Relay is seeking a Client Support specialist for the London office. You will join a 24x7 frontline team providing end-user and technical support for Global Relay App Services, including messaging, texting, voice, WhatsApp, and directory management.

You will handle onboarding, provisioning, and implementation tasks, with strong emphasis on customer communication and issue resolution. The ideal candidate has 1–2 years of SaaS or helpdesk experience, can work flexible shifts, and will