Full-Time

Triage Specialist

Customer Triage

Posted on 7/31/2024

Global Relay

Global Relay

1,001-5,000 employees

Cloud-based messaging archiving and compliance solutions

Enterprise Software
Legal

Compensation Overview

CA$40k - CA$50kAnnually

+ Corporate Bonuses + RRSP Contribution Matching

Junior

Vancouver, BC, Canada

Hybrid work model requires in-office collaboration.

Category
Customer Support
Customer Success & Support
Required Skills
Social Media
Salesforce
JIRA
Customer Service
Confluence
Requirements
  • 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
Responsibilities
  • 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
  • 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
  • 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
  • System user creation and basic connectivity troubleshooting
  • Collecting pertinent issue details and creating escalation tickets to operations for further investigation and/or resolution

Global Relay provides messaging archiving solutions that assist businesses in meeting regulatory requirements and managing their data effectively. The company offers cloud-based services for archiving various forms of electronic communication, including emails, instant messages, and social media. This helps organizations comply with standards like GDPR and facilitates eDiscovery, which is essential for legal cases. Global Relay operates on a subscription model, allowing clients access to tools for advanced search, operational analytics, and user activity monitoring. A key feature is the "Data in Place" model, which enhances productivity by giving employees easy access to critical information. Global Relay is recognized for its automation, rapid search speeds, and has been acknowledged as a top performer in Compliance eDiscovery by Forrester. The company's goal is to help businesses manage their data securely, reduce costs, and maintain a competitive edge in their respective markets.

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