Training and Customer Support Specialist

Your role

Global Relay’s Training team actively enhances customer relationships by providing thorough product training and assistance with all non-IT customer service-related matters. As our ever-evolving product line grows, the Training team stays well-informed of all product enhancements, ensuring our varied customers obtain the latest product knowledge. In short, our trainers deliver consistent, timely, and effective customer support with each and every interaction regardless of the audience.

In this role your primary areas of focus are training customers, solving Salesforce cases, and successfully handling customer inquiries, while following the Training team mission statement. It is expected that you will also continue to build upon your existing understanding of Global Relay solutions and how-to's, while continuing to develop and grow in your overall knowledge of the financial and regulatory industries.

Your responsibilities

• Provide superb customer service for Global Relay’s blue-chip clients: handling customer calls, identifying customer needs, answering customer inquiries, and following up with customers on service issues
• Assist customers in tailoring their accounts to suit their needs in relation to their highly regulated industry
• Utilize available resources to find practical solutions to assist with troubleshooting and supporting customer issues
• Use webinar applications to deliver product training to end users on Global Relay’s suite of products as well as providing ongoing customer support
• Demonstrate extensive knowledge on Global Relay products, services, processes and terminology, and ability to work independently
• Demonstrate curiosity and initiative to enrich product knowledge, and stay informed of relevant changes to products and features and how it affects customers
• Consistently demonstrate well-structured thought-process, adding value and considering alternative outcomes
• Utilize clear, concise, accurate and objective written and verbal communication when assisting customers
• Use active listening, in-depth investigative and creative problem-solving skills to resolve difficult customer problems, to build a positive customer experience
• Present information in a manner which engages learners and encourages participation and feedback
• Manage workload effectively, working on projects and special assignments as appropriate
• Perform well under pressure, keeping control of calls, maintaining professional composure and confidence when handling customer queries
• Work collaboratively with other trainers and departments to ensure the successful on-boarding and implementation of customers
• Operate as a Subject Matter Expert, providing ongoing support to new hires and junior Trainers
• Support a positive learning and development culture for continual professional growth while creating an environment open to questions and change
• Participate in team meetings and encourage others to contribute

About you

• Degree or Diploma and/or work experience as a product trainer or in a customer service role
• Ability to speak and write English fluently and possess excellent interpersonal and communication skills with excellent telephone etiquette
• Exceptional time management and organizational skills with high attention to detail
• Ability to exercise tact and discretion and can be entrusted with confidential information
• Ability to take complex topics or tasks and break them down for the learners, and effectively communicate with individuals at all levels of an organization
• Ability to respond to continually changing priorities to meet the demands of the team, our customers, and our company
• Professional business manner, comfortable with working and making decisions under pressure in a timely manner
• Goal oriented self-starter who can work independently and reliably with minimal supervision and has an appetite for continuous learning
• True team player who is willing to roll up their sleeves, assist and support other team members, and take on new tasks
• Proficient in Microsoft Office applications (Word, Excel, Access, PowerPoint & Outlook
• Spanish or Portuguese language skills are preferred, but not a requirement