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- Tasks: Join our Client Support team to provide 24/7 customer and technical support for Global Relay App Services.
- Company: Global Relay is a leader in enterprise information archiving, fostering innovation and diversity.
- Benefits: Enjoy flexible work arrangements, mentoring, and a hybrid work model for a healthy work/life balance.
- Why this job: Make a real impact while collaborating with diverse teams in a creative and supportive environment.
- Qualifications: 1-2 years in SaaS and Helpdesk environments; strong communication skills are essential.
- Other info: We value diversity and encourage applicants from all backgrounds to apply.
The predicted salary is between 30000 - 42000 £ per year.
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, and 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 is 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 including 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 create 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. 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.
Technician, Client Support UK employer: Global Relay
Contact Detail:
Global Relay Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technician, Client Support UK
✨Tip Number 1
Familiarise yourself with the Global Relay App and its features. Understanding how Instant Messaging, Texting, and Voice functionalities work will give you an edge during interviews, as you'll be able to discuss them confidently.
✨Tip Number 2
Brush up on your customer service skills, especially in a SaaS environment. Be prepared to share examples of how you've successfully handled challenging customer interactions in the past.
✨Tip Number 3
Network with current or former employees of Global Relay on platforms like LinkedIn. They can provide insights into the company culture and the specifics of the Client Support role, which can help you tailor your approach.
✨Tip Number 4
Demonstrate your ability to work in a fast-paced environment by preparing examples of how you've managed multiple tasks or projects simultaneously. This will show that you're ready for the dynamic nature of the role.
We think you need these skills to ace Technician, Client Support UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in SaaS and helpdesk environments. Emphasise any technical skills related to messaging applications and customer support, as these are crucial for the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the position and the company. Mention specific aspects of Global Relay that resonate with you, such as their commitment to diversity and innovation, and how you can contribute to their goals.
Showcase Communication Skills: Since the role involves significant communication with customers and internal teams, provide examples in your application that demonstrate your verbal and written communication skills. Highlight any experience you have in managing customer expectations and resolving issues.
Highlight Problem-Solving Abilities: Include instances where you've successfully resolved technical issues or improved customer experiences. This will show your ability to think critically and act decisively in a fast-paced environment, which is essential for this role.
How to prepare for a job interview at Global Relay
✨Understand the Company Culture
Before your interview, take some time to research Global Relay's culture and values. They emphasise diversity, inclusion, and collaboration, so be prepared to discuss how you can contribute to this environment.
✨Showcase Your Technical Skills
As a Technician in Client Support, you'll need to demonstrate your technical knowledge, especially regarding SaaS models and messaging applications. Be ready to discuss your previous experiences and how they relate to the role.
✨Prepare for Customer Scenarios
Expect questions about handling challenging customer situations. Think of examples from your past experience where you successfully resolved issues under pressure, showcasing your problem-solving skills and customer service approach.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team dynamics, ongoing projects, or how success is measured in the role. This shows your genuine interest in the position and the company.
