Technician, Technical Customer Support

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

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.

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