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Full-Time

Triage Specialist

Customer Triage

Updated on 9/17/2024

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 - $50kAnnually

+ Corporate Bonuses + RRSP Contribution Matching

Junior

Vancouver, BC, Canada

Category
Customer Success
Customer Support
Customer Success & Support
Required Skills
Communications
Management
Salesforce
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
  • 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
  • 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 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%
Simplify Jobs

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.