Full-Time

Technician

Support Operations, Day Shift

Posted on 8/9/2024

Global Relay

Global Relay

1,001-5,000 employees

Cloud-based messaging archiving solutions provider

Enterprise Software
Legal

Compensation Overview

$40k - $65kAnnually

+ Corporate Bonuses

Junior

Vancouver, BC, Canada

Hybrid work model requires some in-office presence.

Category
Customer Experience
Customer Support
Customer Success & Support
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 enabling eDiscovery for legal cases. The company's unique "Data in Place" model enhances productivity by providing easy access to critical information while reducing costs and risks. Global Relay distinguishes itself with its automation features and rapid search capabilities, aiming to empower clients with reliable data for better decision-making.

Company Stage

N/A

Total Funding

N/A

Headquarters

New York City, New York

Founded

1999

Simplify Jobs

Simplify's Take

What believers are saying

  • Integration with OpenAI's ChatGPT API enhances compliance capabilities for financial institutions.
  • Growing demand for cloud-based archiving solutions supports Global Relay's business model.
  • Recognition in Gartner's Hype Cycle reports boosts Global Relay's credibility in data security.

What critics are saying

  • AI integration may expose Global Relay to biases and inaccuracies in data processing.
  • Reliance on cloud solutions makes Global Relay vulnerable to service outages.
  • Increasing regulatory scrutiny on off-channel communications challenges Global Relay's compliance solutions.

What makes Global Relay unique

  • Global Relay offers a unique 'Data in Place' model for cost-effective data management.
  • The company integrates AI-driven compliance tools, enhancing regulatory compliance for financial institutions.
  • Global Relay provides a federated messaging platform, enabling compliant communication across multiple channels.

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Benefits

Health Insurance

Paid Vacation

Parental Leave

401(k) Company Match

Flexible Work Hours

Hybrid Work Options

INACTIVE