Full-Time

Team Lead – 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

$65k - $85kAnnually

+ Corporate Bonuses

Senior, Expert

Vancouver, BC, Canada

Role is carried out onsite at the Gastown office location.

Category
Customer Support
Customer Success & Support
Required Skills
Communications
Management
Salesforce
Customer Service
Requirements
  • Minimum 5 years of experience in SaaS Implementations or SaaS Technical Support
  • Minimum 5 years of experience in customer-facing assistance roles
  • A minimum of 1 year of previous training/instruction experience
  • Solid analytical and problem-solving skills with significant attention to details leading to a near-error free track record
  • Excellent interpersonal and communication skills with outstanding telephone and email etiquette
  • Solid understanding of domains, networking principles, message flow, email protocols, and DNS
  • Experience with technical customer service or customer service call center, particularly in a leadership capacity, is an asset
  • Good knowledge of Salesforce and Confluence Wiki
Responsibilities
  • Ensure the team is providing excellent customer service for Global Relay clients: handling customer calls, identifying customer needs, answering customer inquiries, and following up with customers on service issues
  • Oversee and process requests related to 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, and 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 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
  • Ensuring 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, Continual improvement in management of alerts
  • Customer Case triage and reporting: Ensuring production of required reports as requested internally or by customers, Managing and reviewing updates to team wiki and knowledge articles
  • Provide team member on-boarding and ongoing training
  • Initial contact point for Support Operations Team escalations
  • Manage team member time off requests ensuring adequate coverage to meet shift requirement
  • Support the team in the review and improvement of existing processes and procedures
  • Review staff scheduling, peak-period holiday allowances, seating, and break time assignments
  • Ensure progression plans, skills matrices, and SMART goals are reviewed and updated quarterly
  • Manage the probationary period and annual individual performance assessments of all direct reports including the solicitation of feedback from appropriate stakeholders
  • Deliver comprehensive annual performance reviews (IPAs) for direct reports as scheduled by HR, specifically reviewing past accomplishments and agreeing to future SMART goals
  • Oversee request and workflow queues to ensure all cases and inquiries are triaged and responded to properly and efficiently
  • Manage Cisco Finesse tech status and able to run queries and reports as needed
  • Understand and operate Cisco UCCX
  • Work with GR Dev for product features and enhancements
  • Multiple SME on GR Product(s)

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 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 manage their data securely while gaining 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

0%

1 year growth

0%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Partnerships with CMS Distribution and TrustPoint expand market reach in the UK and Ireland.
  • Integration with ChatGPT API enhances compliance for financial institutions.
  • High praise for automation and rapid search speeds boosts customer satisfaction.

What critics are saying

  • Regulatory challenges with off-channel communications like WhatsApp remain unresolved.
  • Dependence on subscription model may limit revenue diversification.
  • Rapid innovation in communication methods could outpace Global Relay's adaptation.

What makes Global Relay unique

  • Global Relay integrates with OpenAI's ChatGPT for enhanced compliance capabilities.
  • Recognized as a leader in Gartner's Magic Quadrant for Enterprise Information Archiving.
  • Offers a unique 'Data in Place' model for cost reduction and risk mitigation.

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