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Full-Time

Technician

Support Operations, Day Shift

Updated on 9/12/2024

Global Relay

Global Relay

1,001-5,000 employees

Cloud-based messaging archiving and compliance solutions

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

Compensation Overview

$40k - $65kAnnually

+ Corporate Bonus + Extended Health Benefits + RRSP Matching + Commission Structure

Junior

Vancouver, BC, Canada

Category
IT Support
IT & Security
Required Skills
Communications
Management
Customer Service
Requirements
  • Post-secondary education; undergraduate degree or equivalent experience
  • Minimum of 1 to 2 years of experience in a customer-facing service/support role
  • Basic understanding of networks, email systems, and their respective technologies
  • High attention to detail and ability to work within defined legal policies and procedures
  • Solid written and verbal communication in English
  • Excellent time management skills
  • Prior experience with Microsoft Office (Outlook, Excel)
  • Experience with Case Management and Incident Management
  • Skills on Monitoring tools and able to troubleshoot relatively straightforward issues and follow Runbooks
Responsibilities
  • Provide quality customer service for Global Relay’s clients: handling customer calls, identifying customer needs, answering customer inquiries, and following up with customers on service issues
  • Process requests related to all Global Relay services with a focus on: User Management, Terminations requests, End User/Question requests, Low level Change requests
  • Supporting minor archiving configuration of email systems including: Microsoft Exchange, Office 365, Google Apps, and other hosted email platforms
  • Supporting minor archive authentication services including: SAML (Single Sign-On), Directory Sync, and MFA (Multifactor Authentication)
  • Supporting minor archiving configuration of Messaging platforms systems including: MS Teams, Slack, Bloomberg, Global Relay App
  • Supporting minor archiving configuration of Social Media platforms systems including: Twitter, LinkedIn, YouTube, and Meta (Facebook/Instagram)
  • Supporting Compliant Messaging service (GR App): User Management, responding to customer queries, and resolving customer issues
  • Assist in the testing of systems, features, and services relating to projects for existing products and product developments
  • Supporting changes to services: providing pre- and post-change verification
  • Analysis of complex issues and creating escalation tickets to operations for further investigation and/or resolution
  • Continual monitoring of Production Services: Monitoring service dashboards for critical alerts, Triaging and resolving alerts, Raising appropriate Incident and Event type tickets, Escalating tickets and carrying out callouts to specialist teams, ensuring timely and ongoing resolution of incidents, Continual improvement in management of alerts, working with relevant teams to provide focused alerts
  • Customer Case triage and reporting: Production of required reports as required internally or by Customer, Updating and maintaining team wiki and knowledge articles

Global Relay offers messaging archiving solutions that help businesses comply with regulations and manage their data effectively. Their cloud-based services allow organizations to archive emails, instant messages, and social media communications, facilitating compliance with standards like GDPR and supporting eDiscovery for legal cases. The company stands out with its "Data in Place" model, which reduces costs and enhances productivity by providing easy access to critical information. Global Relay's goal is to empower businesses to securely manage their communications data while maintaining a competitive edge.

Company Stage

N/A

Total Funding

N/A

Headquarters

New York City, New York

Founded

1999

Growth & Insights
Headcount

6 month growth

6%

1 year growth

6%

2 year growth

6%
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Simplify's Take

What believers are saying

  • The integration with OpenAI’s ChatGPT Enterprise Compliance API positions Global Relay at the forefront of AI-driven compliance solutions, potentially attracting a new wave of clients.
  • Recognition in multiple Gartner Hype Cycle reports and the Magic Quadrant enhances Global Relay's credibility and market positioning.
  • Strategic partnerships, such as with CMS Distribution and TrustPoint International, expand Global Relay's market reach and service offerings.

What critics are saying

  • The rapid pace of innovation in communication technologies may outstrip Global Relay's ability to adapt, potentially making its solutions less relevant.
  • The crowded compliance and archiving market means Global Relay must continuously innovate to maintain its competitive edge.

What makes Global Relay unique

  • Global Relay's 'Data in Place' model uniquely empowers employees by providing easy access to critical information, enhancing productivity and decision-making.
  • The company's integration with OpenAI’s ChatGPT Enterprise Compliance API sets it apart by offering advanced compliance capabilities for generative AI communications.
  • Global Relay's recognition as a leader in Gartner's Magic Quadrant for Enterprise Information Archiving for nine consecutive years underscores its industry leadership and reliability.