Your role:

As a valued member of our Team, you will be in the front line of our 24x7 customer facing team that will help us deliver an outstanding customer experience through your knowledge, charisma and dedication. Your primary role will be to focus on ensuring our customer’s satisfaction rate is always at 100%, that their requests and issues are handled quickly and professionally as well as making sure their every need is met, and that they are able to use our products effectively and easily.

As our customer’s first point of contact, you’ll champion their needs and ensuring they have the best possible experience, but you will also spend time working with our product development teams to share customer feedbacks and insights, test new features before release to help us build the best possible products for our customers.

This role offers the chance to work in a collaborative and curious open environment where you are given the opportunity to innovate and grow.

So, if you enjoy learning new things, getting to the bottom of technical issues, sifting around log files, configuring software or troubleshooting in house solutions, this is the opportunity for you!

Your job:

• Provide first class customer service for Global Relay’s Unified Communications customers; handling customer calls & emails, identifying their needs, answering inquiries and following up with customers on service issues.
• Log and track calls and cases using our in-house CRM solution while maintaining detailed documentation of all interactions with the customer throughout the lifecycle of the request/issue.
• You will help us understand customer trends, documenting and reporting what you observe to your Lead in order to better improve the customer experience.
• Frequently engage with internal teams to drive sales, development, resolution of issues and major incident activities, handling all customer facing communications to set clear expectations through closure.
• Capture, reuse and share knowledge using our in-house solutions, contribute to the learning and success of your team, and the company through collaboration and aiding in documentation.
• Work closely with product development teams and QA teams to test new features before releases, bug fixes and surfacing meaningful customer feedback.

About you:

• Minimum 1-2 years of experience in a Helpdesk, Service Desk or Similar type of customer service/facing role.
• Excellent written and verbal communication skills, you enjoy crafting clear and concise messages to customers.
• Outstanding organizational, interpersonal skills and exceptional attention to detail.
• Solution driven – Ability to listen to concerns, assess situations and respond appropriately.
• Technical knowledge and experience in different operating systems, infrastructure, and working knowledge of IT troubleshooting tools and techniques.
• Good working knowledge and understanding of Active Directory, SCIM/Identity Management, MFA and SSO.
• Ability to exercise good judgement and discretion with confidential information.
• You are adaptive and have a strong willingness to learn while working in a fast-paced environment.
• You are empathetic and like communicating complex technical problems and solutions to end users at all levels of proficiency and are easily understood by diverse audiences.
• You are curious about technology and have a solid understanding of the impact to business when something in software goes wrong.
• You have patience, the desire and ability to go above and beyond for the cause.
• You are resourceful, flexible and able to work independently with minimal supervision.
• Good working knowledge in Salesforce, JIRA and Confluence is a PLUS!
• One or more years of experience supporting Instant Messaging platforms on different operating systems (Windows, MacOS, iOS and Android) and SaaS implementations is a plus!
• One or more years of experience in integrated SMS and VoIP systems is also a plus!