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Technician, Client Support - L2, UK

London, England, United Kingdom

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.

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Upon submission of your application, the personal data contained in your application will be collected by Global Relay Communications Inc. (“Global Relay” or “Controller”), whose headquarters are located at 220 Cambie Street, 2nd Floor, Vancouver, BC, Canada, V6B 2M9. Global Relay can be contacted at (604) 484-6630. Global Relay’s data protection officer is Laurence Lafond, who can be contacted at privacy@globalrelay.net.
Your personal data will be processed for the purposes of managing Global Relay’s recruitment related activities. This includes organizing and conducting interviews, assessing your suitability for the role, organizing and conducting tests (as applicable) and evaluating the results of such tests, and other processing activities that Global Relay deems necessary in the recruitment and hiring process. This processing is permitted under Article 6(1)(f) of Regulation (EU) 2016/679 (GDPR) and Article 6(1)(f) of UK General Data Protection Regulation for the purpose of Global Relay’s legitimate interests, which include growing the business and recruiting and hiring personnel best suited for roles at Global Relay. Further information on our legitimate interests may be available upon request. If you are applying for a role in the UK and Global Relay processes personal data relating to criminal offences or convictions under Article 10 of GDPR and UK GDPR, Global Relay will do so on the condition of “consent” as permitted under Section 29 of Schedule 1 of the Data Protection Act, 2018 (c.12). Global Relay may utilize automated decision and profiling tools, such as Predictive Index, to assist in determining whether a candidate is suitable for a particular role. Failure by an applicant to provide personal data required by Global Relay for the recruitment and hiring process may result in the applicant being removed from consideration for the role.
Global Relay is headquartered in Canada. Accordingly, upon submission, your personal data will be transferred to Canada, which is considered by the European Commission to provide adequate protection for the collection of personal data from EU data subjects. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf, and may be shared with other third party service providers to the extent necessary for the assessment of candidates, to conduct tests for applicants or perform other due diligence necessary in the recruitment process (including, for example, credit checks or criminal offence checks). Where personal data is transferred to counties that are not considered to provide adequate protection by the European Commission (e.g. the United States), the transfer of your personal data to third parties in those countries will be transferred under additional safeguards permitted under GDPR, such as Standard Contractual Clauses.
If you are rejected from a role your personal data will be retained by Global Relay, by default, for 365 days from the completion of your submission for a particular role. Under the GDPR, you have the right to data portability, to request access to your personal data, to request that your personal data be rectified or erased, to request that processing of your personal data be restricted, and the right to object to processing. You also have the right lodge a complaint with an EU supervisory authority. To the extent that you have questions or concerns about your personal data, please reach out to privacy@globalrelay.net.

UK Diversity & Equality Survey

STRICTLY CONFIDENTIAL

Global Relay is committed to promoting equality, diversity and inclusion. To help ensure our processes are fair and accessible to everyone, we ask applicant to complete this voluntary monitoring form.

Global Relay’s policy is to ensure that no job applicant or employee receives less favourable treatment or is discriminated against under the Equality Act 2010. The protected characteristics under this act are (in no particular order): age, disability, gender reassignment, marriage and civil partnership, pregnancy or maternity, race, religion or belief, sex and sexual orientation.

Completing this form is voluntary. The information provided will be kept confidential. The information is going to be used to help us understand the diversity of our organisation.

None of the information you provide will be linked to your application.

Protecting your Data

Any information provided will be used only to help us monitor equality and diversity. It will be treated confidentially and reported in an anonymous, statistical format.

For more information about how we handle personal data and your rights, please refer to our Privacy Statement available on our website. 

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