Technical Support Specialist I

Relay, a Raleigh-based tech startup, is looking to change the way we communicate. We’re on a mission that matters, and we're hiring for a Technical Support Specialist who will thrive in a dynamic high-growth start-up environment. 

Frontline workers are the lifeblood of our economy, and we're building the cloud platform that makes them better, faster and safer than ever before. Our cloud solution offers a data driven approach to frontline work through real time communications, real time location information and powerful real time data and insights. Here at Relay, we've designed, built and launched an entirely new product category and we're disrupting the handheld radio industry. What is it? A simple, rugged, internet-enabled smart-device, and all the software that runs with it, for B2B clients and frontline workers across multiple industries and verticals. We've achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities. We are expanding our Operations team to support this growth!

What is Relay? A platform that includes a simple, rugged, internet-enabled smart-device, and all the software that runs with it, for B2B clients and frontline workers across multiple industries and verticals. We've achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities. We are expanding our Customer Support team to support this growth!

This is a hybrid role based in our Raleigh, NC headquarters, requiring 3 days per week in the office (Monday, Wednesday, Friday).  You'll also participate in a week-long on-call rotation approximately once every two months.

This role is hiring for both regularly scheduled hours of 11:00am-8:00pm and 3:00pm-12:00am.

What you will do:

• Provide support on Relay enterprise products through multiple channels i.e. phone, email, chat, video, etc. We utilize Zoho Desk, Zoho CRM, and GoTo Connect
• Troubleshoot Relay enterprise issues by providing excellent verbal and written customer communications while clearly summarizing, notating, and researching within the customer relationship management (CRM) and ticketing systems
• Continuously expand your technical expertise and stay up-to-date on the latest Relay product developments.
• Work closely with internal teams (Customer Success, Supply Chain, Billing, Product, Engineering) to ensure timely and effective resolution of customer issues.
• Meet individual key performance indicators (KPIs) and contribute to team objectives and key results (OKRs).
• Work a support on-call rotation every two months
• Less than 5% domestic travel as needed

What you will have:

• 2+ years experience in customer service and/or technical support within a transferable industry
• Excellent communication skills (written and verbal) with the ability to explain technical information clearly and concisely to a variety of audiences.
• Familiarity with technology and a curiosity to dig in and problem solve problems without being handed the solution
• Strong time management and organizational skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Positive attitude, career-oriented, self-motivated, willingness to work in an ever-changing environment
• The ability to receive and apply constructive feedback to continuously improve your performance.

About us: company, culture & perks:

We have a culture where we empower our Relayers to do the best work in their lives. We call this idea BWIML (pronounced bee wimmel = Best Work In My Life).

It's truly amazing what happy, engaged team members can achieve. Our ever evolving list of benefits means you'll be able to achieve work/life balance, stay healthy, perform impactful work, grow in your role, look after yourself/your family, and invest in your future. 

At Relay, we offer...

• 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you
• Generous Paid Time Off
• 401(K) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Wellness Perks, including access to a world-class onsite fitness center
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role

Please note all finalist candidates must complete a successful background and reference checks prior to employment with Relay.

The Relay Hybrid Work Model

At Relay, relationships are at the core of everything we do - and this translates to how we approach our customers and our work internally. Relay strives to be long-term relational partners versus transactional vendors to our customers. You will be encouraged to get in front of our customers and/or attend a trade show as a Relayer, regardless of your role. 

Internally, Relayers endeavor to build authentic, caring, and trusted relationships with each other.

With these principles in mind, and because we believe relationships are formed more quickly and deeply in-person, we greatly value the power of collaborating together with our customers on-site at their properties, and with each other in our spectacular and amenity-rich office.

Our relational approach is also at the heart of why we ask all Relayers in our hybrid model to work from the office a minimum of 3 days per week with some roles requiring additional days.

At this time Relay is unable to provide sponsorship for employment. In order to be considered for employment, applicants must be currently legally authorized to work in the US and not require future sponsorship in order to continue working for Relay.