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- Tasks: Join our Technical Customer Support Team to assist clients with their email and archiving needs.
- Company: Global Relay is a leader in cloud archiving and compliance solutions for regulated firms.
- Benefits: Enjoy flexible work arrangements, competitive pay, and a culture that values diversity and inclusion.
- Why this job: Make a real impact while growing your skills in a supportive, innovative environment.
- Qualifications: 3 years in technical support with strong communication and analytical skills required.
- Other info: Hybrid work model available, fostering a healthy work/life balance.
The predicted salary is between 60000 - 84000 ÂŁ per year.
4 days ago Be among the first 25 applicants
Who we are:
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.
Who we are:
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.
Your role:
As a valued member of our Technical Customer Support Team, you will be the face and voice of Global Relay Inc. Excelling at this role means providing the customer with a seamless experience in terms of assisting our customers email and archiving environments are running smoothly. These responsibilities require independent and team-based analyses, initiative and good judgment, communication and problem solving while working with little supervision. This role puts you in the front seat with new challenges to conquer each and every day, allowing you to provide strong analytical and problem solving skills to the customers.
The Global Relay Support Team works with some of the biggest names in the financial industry, providing leading archiving and messaging services. You’ll be involved in supporting their requirements on a day-to-day basis, enhancing or troubleshooting their technical environments and configurations. Liaising with customers\\internal staff to communicate and collaborate effectively with both technical and non-technical individuals. You’ll find yourself in a supportive environment that encourages growth and continual learning, both personally and professionally.
Your responsibilities:
- Provide the highest level of customer service for Global Relay’s clients: handling customer calls, identifying customer needs, answering customer inquiries, and following up with customers on service issues
- Complete technical requests and changes related to customers’ archiving setup and configuration
- Providing all forms of message data delivery support and troubleshooting including SMTP Errors, NDR’s, analysing headers, server log tracing and DNS issues
- Setup archive configuration of Microsoft Exchange and other hosted email platforms including MSO 365 and Google Apps
- Troubleshoot Microsoft Exchange configuration issues with IT professionals, such as Microsoft Exchange journaling and Active Directory integration
- Support the archival configuration of various systems, including Microsoft Teams, Skype for Business, Slack, Refinitiv, Bloomberg, Zoom and most social media platforms
- Assist in the testing of new systems, features and services (Open connectors and API)
- Contribute to the continued growth of the team; helping to implement documentation, policies, and procedures
About you:
- Minimum of 3 years in technical support including a minimum of 2 years of customer facing
- Excellent interpersonal and communication skills in both verbal and written English, communicating complex technical problems and solutions to end users of all skill levels
- Critical thinking skills, strong analytical skills and the ability to identify problems by observation and research
- Goal oriented self-starter who can work independently as well as excel in a team environment with minimal supervision adaptive and a strong willingness to learn while working in a fast-paced environment
- Strong working knowledge of various email and networking technologies
- Must be able to accurately document complex technical issues and comprehensively outline resolution steps in a support case
- Ability to exercise good judgment and discretion with confidential information
- Exposure to various hosted and cloud-based email providers
- Experience with email journaling is a strong asset
- Knowledge and familiarity with Active Directory, LDAP, SAML / SSO / MFA is also a nice to have
- Familiarity with Salesforce CRM and Confluence is desirable
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.
To learn more about our business, culture, and community involvement, visit www.globalrelay.com.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Information Technology
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Industries
Technology, Information and Internet
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Technician, Technical Customer Support employer: Global Relay
Contact Detail:
Global Relay Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technician, Technical Customer Support
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Exchange, Active Directory, and various email platforms. This knowledge will not only help you during the interview but also demonstrate your genuine interest in the role.
✨Tip Number 2
Prepare to discuss real-life scenarios where you've successfully resolved technical issues for customers. Highlight your problem-solving skills and ability to communicate complex information clearly, as these are crucial for the Technical Customer Support position.
✨Tip Number 3
Research Global Relay's company culture and values. Understanding their commitment to diversity, inclusion, and employee growth can help you align your answers with what they value, making you a more attractive candidate.
✨Tip Number 4
Network with current or former employees of Global Relay on platforms like LinkedIn. Engaging with them can provide you with insider insights about the company and potentially give you a referral, which can significantly boost your chances of landing the job.
We think you need these skills to ace Technician, Technical Customer Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and customer service. Emphasise your problem-solving skills and any specific technologies mentioned in the job description, such as Microsoft Exchange or cloud-based email providers.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your background aligns with Global Relay's focus on customer service and technical support. Use specific examples to demonstrate your analytical skills and ability to communicate complex issues.
Showcase Relevant Skills: Highlight your technical skills that are pertinent to the role, such as knowledge of email technologies, troubleshooting experience, and familiarity with tools like Salesforce CRM. Be sure to mention any experience you have with Active Directory or cloud services.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that your writing is clear and professional. A polished application reflects your attention to detail and commitment to quality.
How to prepare for a job interview at Global Relay
✨Understand the Company and Its Culture
Before your interview, take some time to research Global Relay. Familiarise yourself with their services, values, and company culture. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Showcase Your Technical Skills
As a Technician in Technical Customer Support, you'll need to demonstrate your technical expertise. Be prepared to discuss your experience with email and networking technologies, as well as any troubleshooting you've done in previous roles. Use specific examples to illustrate your problem-solving abilities.
✨Prepare for Customer Interaction Scenarios
Since this role involves direct customer support, think about how you would handle various customer scenarios. Practice articulating how you would identify customer needs, resolve issues, and communicate effectively with both technical and non-technical users.
✨Ask Insightful Questions
At the end of the interview, be ready to ask questions that show your interest in the role and the company. Inquire about the team dynamics, opportunities for professional development, or how success is measured in the Technical Customer Support Team. This demonstrates your enthusiasm and forward-thinking mindset.
