Triage Specialist @ Global Relay

Who we are:

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your role:

The Customer Triage team helps ensure our services run correctly and smoothly for each customer. This team is available 24x7 to quickly assist our customers, troubleshooting services and using creative problem solving to get to the bottom of every technical issue.

The primary function of a Triage Specialist, Customer Triage is to provide prompt and courteous frontline support to Global Relay’s customers and systems support staff.

The Triage Specialist contributes to frontline work completing user management requests and end-user support issues. They effectively review legal documents and government filings as well as conduct online research to verify the identity of client representatives; leading to the generation and processing of authorized contacts on company accounts. They also effectively communicate both verbally and in writing working in a fast-paced environment while adhering to strict internal policy and assist with specialized duties such as reporting, weekly user script import requests and ad-hoc user script import requests.

Duties and Responsibilities

Technical:

Control Center adding users, updating Salesforce ID and Self Service Request
Service Manager adding users, adding Feed User Administrator, adding report users
Queue Manager and Triage Queue
User management of Global Relay systems (Service Manager, Control Center, Salesforce)
FileZilla, Secret Server, Wiki updates
Social Media (In-House and 3rd Party)
Assist in the testing of new systems, features and services

Administrative:

Authorized contact management
- Frontline communication with customers on changes to authorized contacts
- Online presence investigation and data collection (legal / government filings)
- Salesforce records, form processing, contact detail updates, and data entry
Perform Customer Relationship Management (CRM)
- Tracking and processing of account reconciliation opportunities in Salesforce
- Data entry, records maintenance, and customer request tracking and processing
Provide administrative assistance and support to the systems support team
Review and update Global Relay support StatusPage customer contacts and send invites
Assist with contacting customers for Projects and Escalation
Preparing Reseller reports
Any other duties deemed necessary by lead or manager

Specialized skills:

System user creation and basic connectivity troubleshooting
Collecting pertinent issue details and creating escalation tickets to operations for further investigation and/or resolution

About you:

Minimum of 1 to 2 years of experience in a customer facing service/support role desired, but not essential
Excellent attention to detail and ability to work within defined legal policies and procedures
Strong written and verbal communication in English
Excellent time management skills
Basic understanding of networks, email systems and their respective technologies an asset
Prior experience of Microsoft Office (Outlook, Excel), Salesforce and Confluence(Jira) applications desired, but not essential
Comfortable with standard office or designated shift hours
Prepared to work weekends, weekday and weekend on-call shifts where required

Compensation:

Global Relay advertises the pay range for this role in compliance with British Columbia’s pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.

The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees’ work-life rhythms. We provide a comprehensive extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, corporate bonuses, and an RRSP contribution matching program.

For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team!

British Columbia - Base Salary Range:

$40,000—$50,000 CAD

What you can expect:

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.

Triage Specialist

Customer Triage

Global Relay

Compensation Overview

Technical:

Administrative:

Specialized skills:

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