Technician, Client Support - L2, UK

Global Relay; City Of London; On-site; GBP 24,000 - 36,000; Full time

Job summary

Global Relay is seeking a Customer Support specialist to join our 24x7 frontline team in London. You will assist customers with Global Relay App Services, from onboarding to ongoing support, using phone, email, and ticketing systems.

This role requires collaborative work with product and QA teams in a fast-paced environment. You will handle requests related to Instant Messaging, Texting, Voice, WhatsApp, and Directory Services, ensuring accurate troubleshooting and timely responses.

Qualifications

• 1–2 years of experience in a SaaS business model and with messaging apps.
• 1–2 years of experience in a helpdesk/service desk environment.
• Able and willing to handle challenging customers and work in a flexible shift.

Responsibilities

• Communicate with Global Relay App customers and internal teams via phone, email and ticketing system.
• Own requests and cases for Global Relay App onboarding, provisioning, and implementation.
• Manage features such as Instant Messaging, Directory Management, Texting, Voice, and WhatsApp on GR App numbers.
• Handle beta testing and demos for new releases and services within Global Relay App Services.
• Collaborate with internal teams to drive sales, development and issue resolution, and communicate plans clearly to customers.

Skills

SaaS experience

Helpdesk experience

Time management

Tools

Salesforce

JIRA

Job description

Who 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.

Who 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

The Client Support team is part of our frontline team providing 24x7 customer and technical support that will help ensure our Global Relay App Services are running properly for each customer. They provide end user support, troubleshooting services using creative probing to resolve any technical issues. The team’s responsibility includes but not limited to managing requests related to our customer’s Global Relay App Services such as Global Relay App Instant Messaging, Texting, Voice, WhatsApp and Personal Search to our customers, providing prompt and courteous implementation assistance to our customers. The team can effectively communicate both verbally and in writing as well as in-depth collaboration with internal support and product teams in a fast-paced environment to mitigate risks and mistakes in a production environment. So, if you enjoy learning new things, getting to the bottom of technical issues, sifting around log files, configuring software or troubleshooting in house solutions, this is the opportunity for you!

This role will be fully onsite at our London Office

Your job

• Communicate with Global Relay App customers and Internal Teams in managing our Global Relay app services to our customers via phone calls, emails and ticketing system
• Taking ownership of requests and cases for Global Relay App services which includes Onboarding, Provisioning and Implementation of Global Relay App services and all its features such as;
  • Instant Messaging and Directory Management
  • Texting and Voice features the includes 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
  • This may also include managing SAML/SSO and Directory Sync/SCIM for our GR app services
• Provide first level GR app Application support and management for our GR App customers 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 the Global Relay App Services
• Analyze feature requests, bug issues and creating escalation tickets to 2nd level Application Support and respective product teams for investigation and resolution
• You will help us understand customer trends, documenting and reporting what you observe to your Lead in order to better improve the customer experience
• You will help us understand customer trends, documenting and reporting what you observe to your Lead in order to better improve the customer experience
• Frequently engage with internal teams to drive sales, development, resolution of issues and major incident activities, handling all customer facing communications to set clear expectations through closure
• Capture, reuse and share knowledge using our in-house solutions, contribute to the learning and success of your team, and the company through collaboration and aiding in documentation
• Work closely with product development teams and QA teams to test new features before releases, bug fixes and surfacing meaningful customer feedback
• Act as an escalation point or Point of Contact for both technical and procedural issues related to Support or customer issues

About you

• Minimum of 1 - 2 years of experience in a SaaS Business type model and Message Applications
• Minimum of 1 - 2 years of experience in a Helpdesk or Service Desk environment
• Able and willing to work with challenging customers with time constraints
• Able to work in a flexible changing shift

Global Relay is unable to offer visa sponsorship for this position. Candidates must have the right to work in the UK at the time of application.

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.