Full-Time

Technician

Client Support

Confirmed live in the last 24 hours

Global Relay

Global Relay

1,001-5,000 employees

Cloud-based messaging archiving and compliance solutions

Enterprise Software
Legal

Compensation Overview

CA$60k - CA$70kAnnually

+ Bonus

Junior

Vancouver, BC, Canada

Hybrid work model requires in-office collaboration.

Category
Customer Support
Customer Success & Support
Required Skills
Salesforce
JIRA
Requirements
  • Minimum of 1 - 2 years of experience in a SaaS Business type model and Message Applications
  • Minimum of 1 - 2 years of experience in a Helpdesk or Service Desk environment
  • Able and willing to work with challenging customers with time constraints
  • Able to work in a flexible changing shift
Responsibilities
  • Communicate with Global Relay App customers and Internal Teams in managing our Global Relay app services to our customers via phone calls, emails and ticketing system
  • Taking ownership of requests and cases for Global Relay App services which includes Onboarding, Provisioning and Implementation of Global Relay App services and all its features such as;
  • Instant Messaging and Directory Management
  • Texting and Voice features the includes managing GR App numbers (Virtual, Hosted & Ported)
  • Enabling WhatsApp services on GR App numbers including Corporate Number onboarding
  • Managing GR app features such as International Feature enablement
  • This may also include managing SAML/SSO and Directory Sync/SCIM for our GR app services
  • Provide first level GR app Application support and management for our GR App customers including user and license management
  • Use Salesforce, JIRA and various internal systems as well as 3rd party carrier platforms to manage customer requests and incidents related to Global Relay App
  • Provide beta testing and demo visibility on new releases and services within the Global Relay App Services
  • Analyze feature requests, bug issues and creating escalation tickets to 2nd level Application Support and respective product teams for investigation and resolution
  • You will help us understand customer trends, documenting and reporting what you observe to your Lead in order to better improve the customer experience
  • Frequently engage with internal teams to drive sales, development, resolution of issues and major incident activities, handling all customer facing communications to set clear expectations through closure
  • Capture, reuse and share knowledge using our in-house solutions, contribute to the learning and success of your team, and the company through collaboration and aiding in documentation
  • Work closely with product development teams and QA teams to test new features before releases, bug fixes and surfacing meaningful customer feedback
  • Act as an escalation point or Point of Contact for both technical and procedural issues related to Support or customer issues

Global Relay provides messaging archiving solutions that assist businesses in meeting regulatory requirements and managing their data. 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 important information. Global Relay is recognized for its automation, quick search capabilities, and has been acknowledged as a top performer in Compliance eDiscovery by Forrester. The company's goal is to help businesses manage their data effectively, reduce costs, and maintain a competitive edge in compliance.

Company Stage

N/A

Total Funding

N/A

Headquarters

New York City, New York

Founded

1999

Growth & Insights
Headcount

6 month growth

3%

1 year growth

3%

2 year growth

3%
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.

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