At a Glance
- Tasks: Provide frontline support and troubleshoot technical issues for customers.
- Company: Global Relay, a leader in enterprise information archiving.
- Benefits: Mentoring, coaching, and a culture that rewards creativity and hard work.
- Other info: Opportunity for growth with a diverse team and flexible adjustments.
- Why this job: Kickstart your tech career in a dynamic, supportive environment.
- Qualifications: Post-secondary education preferred; customer service experience is a plus.
The predicted salary is between 30000 - 40000 € per year.
About Global Relay
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.
Your Role
Our Technical Support team helps ensure that Global Relay's services run smoothly for all customers. We are available 24x7 to quickly help our customers get to the bottom of every technical issue via troubleshooting and creative problem solving. As an Administrative Assistant on the Support team, you will provide prompt and courteous frontline support to Global Relay’s customers and systems support staff. During training you will be required to work in‑office up to 5 days per week for 6 months.
Responsibilities
- Completing user management requests and user support issues.
- Reviewing legal documents.
- Triaging incoming support tickets to determine problem severity in accordance with Service Level Agreements (SLA).
- Authorizing requests, ensuring contacts are authorized, as providing forms for completion.
- Verifying the identity of client representatives.
- Honing your great communication skills in an exciting, fast‑paced environment.
This is an outstanding opportunity for those looking to begin their career in the tech industry.
Job duties
- Communicate with customers about changes to their authorized contacts.
- Conduct online presence investigation and data collection (legal / government filings).
- Provide user administration support for Global Relay’s systems and platforms.
- Use Salesforce and Jira to effectively manage all requests and incidents.
- Triage inbound Support tickets, including authorizing requests and gathering information.
- Assist with Enterprise Support duties, including reporting and user import requests.
- Manage Global Relay status page requests.
- Manage social media archiving changes.
- Update in‑house Support Home Page incident and information management.
About You
Ideally you have a post‑secondary education; undergraduate degree or equivalent experience. If you have 1 or 2 years of experience in a customer facing service/support role that would be great, but is not essential. You should have a basic understanding of networks, email systems and their respective technologies. You will need to be attentive to detail and have the ability to work within defined legal policies and procedures. Given the nature of your relationship with our clients, you will need strong written and verbal communication in English. You are able to effectively manage your own time. You have prior experience using Microsoft Office (Outlook, Excel) and might have touched on Salesforce and Confluence (Jira) applications.
Disclaimer
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. You’ll receive mentoring, coaching, and support to reach your career goals. You’ll be part of a culture that rewards hard work and creativity. And you’ll work alongside talented individuals from diverse backgrounds.
Equal Opportunity
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 each individual's unique needs.
Triage Specialist, Customer Triage employer: Global Relay
Global Relay is an exceptional employer that fosters a dynamic and inclusive work culture, providing ample opportunities for professional growth and development in the tech industry. With a commitment to mentoring and support, employees are encouraged to reach their full potential while working alongside a diverse team dedicated to innovation and excellence. Located in a vibrant area, Global Relay offers a rewarding environment where hard work and creativity are recognised and celebrated.
StudySmarter Expert Advice🤫
We think this is how you could land Triage Specialist, Customer Triage
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or using online platforms can help you nail those tricky questions. Remember, confidence is key, so show them what you've got!
✨Tip Number 3
Tailor your approach! Research Global Relay and understand their values and services. When you apply through our website, make sure to highlight how your skills align with their mission and the role of Triage Specialist.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can set you apart from other candidates. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Triage Specialist, Customer Triage
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Triage Specialist role. Highlight any relevant experience you have in customer support or technical roles, and don’t forget to mention your communication skills!
Show Off Your Tech Savvy:Since this role involves using tools like Salesforce and Jira, it’s a good idea to mention any experience you have with these platforms. If you’ve used similar software, let us know how you managed tasks effectively!
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon unless it’s relevant. We want to see your personality shine through, so don’t be afraid to let us know what makes you unique!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role and our company there!
How to prepare for a job interview at Global Relay
✨Know the Company Inside Out
Before your interview, take some time to research Global Relay. Understand their services, especially in enterprise information archiving and compliance. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Master the Job Description
Familiarise yourself with the responsibilities and skills listed in the job description. Be ready to discuss how your experience aligns with tasks like triaging support tickets or using Salesforce and Jira. Prepare specific examples that demonstrate your problem-solving abilities and customer service skills.
✨Practice Your Communication Skills
Since strong written and verbal communication is key for this role, practice articulating your thoughts clearly. You might even want to do a mock interview with a friend or family member. Focus on being concise and professional while showcasing your personality.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training processes, or what success looks like in this role. This shows that you’re not just interested in the job, but also in how you can contribute to the team and grow within the company.
