Full-Time

Technician

Technical Customer Support

Updated on 5/24/2024

Global Relay

Global Relay

1,001-5,000 employees

Cloud-based compliance solutions for finance

Data & Analytics
Government & Public Sector
Energy
AI & Machine Learning
Financial Services

Mid

Vancouver, BC, Canada

Required Skills
Communications
Salesforce
Confluence
Requirements
  • 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
  • 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
  • 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
Responsibilities
  • Handling customer calls, identifying customer needs, answering customer inquiries, and following up with customers on service issues
  • Completing 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, analyzing headers, server log tracing and DNS issues
  • Setting up archive configuration of Microsoft Exchange and other hosted email platforms including MSO 365 and Google Apps
  • Troubleshooting Microsoft Exchange configuration issues with IT professionals, such as Microsoft Exchange journaling and Active Directory integration
  • Supporting the archival configuration of various systems, including Microsoft Teams, Skype for Business, Slack, Refinitiv, Bloomberg®, Zoom and most social media platforms
  • Assisting in the testing of new systems, features and services (Open connectors and API)
  • Contributing to the continued growth of the team; helping to implement documentation, policies, and procedures

At Global Relay, employees have the opportunity to work at the forefront of compliance technology for the financial sector, employing cutting-edge AI and ML technologies to innovate and secure data management solutions. The company's strong focus on integrated compliance solutions for highly regulated industries not only builds a robust technological ecosystem but also positions it as an industry leader in a pivotal and fast-evolving field. This makes Global Relay an excellent workplace for professionals looking to advance their careers in a technically progressive and critically essential domain.

Company Stage

N/A

Total Funding

N/A

Headquarters

Vancouver, Canada

Founded

1999

Growth & Insights
Headcount

6 month growth

4%

1 year growth

16%

2 year growth

52%