Enterprise Services Support Specialist

Job description

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.

Your role:

As part of the Client Services Team, the Enterprise Support Specialist will assist enterprise customers with post-implementation product issues, provide personal and proactive guidance, manage support tickets, and collaborate with various teams to ensure seamless customer support experiences.

The role consists of a mix of reactive and proactive activities. Reactive tasks include troubleshooting issues raised by clients by providing break-fix support and onboarding tasks. Proactive activities involve understanding client priorities and delivering resolution using a mix of hands on and coordination activities.

We seek a highly motivated, client focused individual to join the Global Relay Enterprise Support team. The ideal candidate will excel at building relationships and driving client satisfaction through prompt, knowledgeable and consistent support. You will ensure clients get the highest level of business value and are satisfied with the products, technical support and guidance they receive from Global Relay with a focus on promoting retention, loyalty, and account growth. The overall objective of the Enterprise Support Specialist is to provide the highest level of personalized technical support to ensure clients are successful. This is achieved by building trust, focusing on value, being flexible and willing to go the extra mile to ensure client satisfaction.

Your responsibilities:

• Act as the primary contact for troubleshooting and issue resolution for enterprise clients.
• Develop an in-depth understanding of your client’s environment.
• Manage high profile client relationships independently while providing guidance to internal business stakeholders.
• Take client issues from inception to resolution with white-glove care.
• Provide rapid break-fix support to aid our clients in the moments that matter.
• Manage dedicated support cases outside usual queues, ensuring minimal wait times and immediate attention.
• Proactively follow up on open issues to ensure timely resolution and client satisfaction.
• Expand your product knowledge across Global Relay products.
• Share your expertise with your team to drive fast resolution and effective onboarding.
• Provide mentorship to junior team members and participate in the QA process.
• Maintain documentation of client environments, interactions, and troubleshooting processes to facilitate knowledge sharing and enhance response effectiveness.
• Collaborate closely with Customer Success Managers, Account Managers, Provisioning Services, Sales, and leadership teams to maximize client satisfaction and retention.
• Participate in the peer review process to ensure resolution quality and accuracy.

About you:

Successful candidates will exhibit strong client-centred behaviors, technical proficiency, and a proactive approach to problem-solving. You will be a collaborative self-starter who excels at working with diverse teams using your critical thinking skills to find innovative solutions to complex challenges.

• Post-secondary education (minimum of an undergraduate degree is preferred).
• 5 years SaaS support experience in a client facing role.
• 3 years technical, enterprise support experience.
• Exceptional communication and collaboration skills, enabling you to effectively build relationships with technical and non-technical stakeholders.
• Ability to collaboratively set priorities and coordinate work with peers.
• Adaptability to work with multiple teams on projects with varying degrees of flexibility/rigidity.

Your skills:

• Strong troubleshooting and problem-solving skills with the ability to resolve technical issues effectively.
• Establish connectivity to, and appropriate archiving from mixed, multi clustered email server environment.
• Strong written and verbal communication skills, to manage both client and peer internal organisation interactions, including escalations, critical situations, difficult conversations, etc.
• Setup archiving for services requiring Global Relay software deployed in client environments.
• Configure SAML authentication and Single-Sign-On integration as well as Directory Sync Services for enterprise clients.
• Manage multi-tenant environments with a variety of technical and non-technical contacts.
• Advanced knowledge of two or more of the areas listed:
  • Networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO).
  • Microsoft Exchange, Office365, and/or Google G Suite experience.
  • MS Windows Server / workstations and command line interface.
  • Firewall experience, particularly with ingress/egress filtering is an asset.
  • Basic PowerShell, Perl, VBScript or SQL knowledge, and the ability to create and run scripts.
  • MCSE, MCITP, CCNA, PMP and other industry certifications are an asset.
  • Experience with Salesforce Service Cloud or other Support Ticketing systems.
  • Familiarity with the use of Jira and Confluence or other similar systems.

Working conditions:

• Enterprise Support is a 24x7 team using a follow-the-sun model.
• Specialists must be willing and able to work occasionally outside of business hours, including weekends, and participate in an on-call rotation as required.
• This is predominantly an in-office role, with flexibility as required.

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.