Technician, Client Support UK

Global Relay; London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Global Relay seeks a Client Support professional to join their frontline team. The role involves providing technical and customer support for app services, ownership of requests, and collaboration with internal teams to improve customer experience. Candidates should have experience in SaaS environments and excellent communication skills, thriving in a dynamic setting.

Benefits

Flexible work arrangements

Mentoring and coaching opportunities

Diversity and inclusion commitment

Qualifications

• 1-2 years experience in SaaS or Helpdesk environment.
• Able to manage customer requests with time constraints.
• Flexible to work in changing shifts.

Responsibilities

• Provide 24/7 customer support for Global Relay App services.
• Manage customer communications and request ownership.
• Collaborate with internal teams for troubleshooting and issue resolution.

Skills

Communication

Troubleshooting

Customer Service

Collaboration

Tools

Salesforce

JIRA

Job description

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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.

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.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

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.

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 2ndlevel 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.
• Leadership, Coaching & Mentoring:
• Assist other Client Support team members and other Support Teams as needed.
• 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

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.

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.