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Enterprise Support Specialist
Confirmed live in the last 24 hours
London, UK
Experience Level
Desired Skills
Customer Service
Development Operations (DevOps)
  • Provide first-class customer service for Global Relay's clients: handling customer calls, identifying customer needs, answering customer inquiries, and following up with customers on service issues. You are the 'face' of Global Relay
  • Supporting client e-mail and other message type delivery; troubleshooting, including knowledge of SMTP Errors and NDR's, analyzing headers, server log tracing, and DNS configuration
  • Maintain a high standard of communication and customer service throughout the entire support process
  • Utilize your strong personal organization and management skills; juggling priorities, meeting deadlines, and setting expectations, both externally and internally
  • Work effectively as a key member of a wider team over the lifecycle of our customers with a shared goal of success; collaboration with other teams and specialisms is key to your success
  • Actively contribute to the Enterprise Support Team's knowledge base and learning tools
  • Submit and maintain ownership of issues to our internal support, DevOps, and Product teams to resolve technical issues encountered that require further investigation and analysis
  • The Enterprise Support Team is our customer's business partner within Global Relay. Our goal is to build relationships with our customers and bring to bear all of Global Relay's professional resources to solve our client's business archiving needs
  • Previous experience in technical support and/or helpdesk (e-mail hosting/archiving experience preferred) and a minimum of 4 years of customer facing assistance
  • Strong analytical and problem solving skills with the ability to take responsibility for customer issue resolution
  • Ability to read, write, and speak English fluently, communicating complex technical problems and solutions to end users of all skill levels
  • 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
  • Good understanding of internet technologies and how customers connect and send data to Cloud / SaaS Services
  • Understanding of Active Directory - groups, permissions and concepts related to Single Sign-On
  • Ability to exercise good judgment and discretion with confidential information
  • Minimum of 2 years of experience in SaaS Support for large organizations is preferred, but not essential
  • Experience with Email flow troubleshooting, mail service setup and configuration would be an advantage
  • Experience with various hosted and cloud-based email providers (i.e. Microsoft 365 & Hosted Exchange, G Suite amongst others) particularly around journaling, is a strong asset
  • Experience with Salesforce CRM and Confluence is desirable
Global Relay

501-1,000 employees

Compliant electronic communications platform