At a Glance
- Tasks: Provide 24/7 customer support for Global Relay App services and troubleshoot technical issues.
- Company: Join Global Relay, a leader in enterprise information archiving with a focus on innovation.
- Benefits: Competitive pay, diverse culture, mentoring, and opportunities for career growth.
- Other info: Fully onsite role in London with a dynamic team and excellent learning opportunities.
- Why this job: Make a real impact while working with cutting-edge technology in a supportive environment.
- Qualifications: 1-2 years in SaaS or Helpdesk roles; strong communication and problem-solving skills.
The predicted salary is between 31500 - 38500 £ per year.
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.
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.
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.
- 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.
- Analyze feature requests, bug issues and creating escalation tickets to 2nd level Application Support and respective product teams for investigation and resolution.
- Frequently engage with internal teams to drive sales, development, resolution of issues and major incident activities.
- 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.
Technician, Client Support - L2, UK employer: Global Relay
Global Relay is an exceptional employer that fosters a collaborative and inclusive work environment in the heart of London. With a strong emphasis on employee growth, you will have access to mentoring and opportunities to enhance your skills while working on impactful projects using cutting-edge technology. The hybrid work culture promotes autonomy and creativity, making it a rewarding place for those looking to make a meaningful contribution.
StudySmarter Expert Advice🤫
We think this is how you could land Technician, Client Support - L2, UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Global Relay. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Global Relay before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technician, Client Support - L2, UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Global Relay:Your cover letter is your chance to shine! Tell us why you want to work at Global Relay specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Global Relay!
How to prepare for a job interview at Global Relay
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
