Company: Global Relay
Location: Vancouver, BC
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.We encourage you to apply if your qualifications and experience are a good fit for any of our openings.Your role:The Customer Triage team helps ensure our services run correctly and smoothly for each customer. This team is available 24×7 to quickly assist our customers, troubleshooting services and using creative problem solving to get to the bottom of every technical issue.The primary function of a Triage Specialist, Customer Triage is to provide prompt and courteous frontline support to Global Relay’s customers and systems support staff.The Triage Specialist contributes to frontline work completing user management requests and end-user support issues. They effectively review legal documents and government filings as well as conduct online research to verify the identity of client representatives; leading to the generation and processing of authorized contacts on company accounts. They also effectively communicate both verbally and in writing working in a fast-paced environment while adhering to strict internal policy and assist with specialized duties such as reporting, weekly user script import requests and ad-hoc user script import requests.Duties and ResponsibilitiesTechnical:
- 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
Administrative:
- 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
Specialized skills:
- System user creation and basic connectivity troubleshooting
- Collecting pertinent issue details and creating escalation tickets to operations for further investigation and/or resolution
About you:
- 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
Compensation:
Global Relay advertises the pay range for this role in accordance with the pay transparency laws of the province of British Columbia. In addition to the annual base salary (range listed below), compensation for this role also includes a corporate bonus, extended health benefits, and RRSP Matching, and (for applicable Sales roles) an enticing commission structure.British Columbia – Base Salary Range:$40,000—$50,000 CADWhat 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 .
Global Relay is an enterprise information archiving company that provides cloud archiving, surveillance, eDiscovery, and analytics solutions to highly regulated firms. They offer competitive compensation and benefits and are focused on fostering diversity, inclusion, and collaboration among employees. The company is currently seeking Triage Specialists to provide frontline support to customers and systems support staff. The role involves technical and administrative tasks, and specialized skills in system user creation and troubleshooting are required. Global Relay offers a competitive salary, bonus, health benefits, and opportunities for career growth and development. They are committed to diversity, equity, and inclusion and support flexible work arrangements to ensure employees have a healthy work/life balance.
Job Description:
We are seeking a capable and experienced Customer Service Representative to join our team. In this role, you will interact with customers to provide information, answer inquiries, and resolve any issues they may have. You will need to have strong communication skills, be able to work well under pressure, and have a positive attitude.
Key Responsibilities:
– Interact with customers via phone, email, or chat to provide assistance and resolve issues
– Process orders, returns, and exchanges in a timely and efficient manner
– Maintain a high level of product knowledge to effectively address customer inquiries
– Collaborate with other team members to ensure customer satisfaction
– Keep accurate records of customer interactions and transactions
Qualifications:
– High school diploma or equivalent
– Minimum of 2 years of customer service experience
– Excellent communication and interpersonal skills
– Ability to multitask and work in a fast-paced environment
– Proficient in Microsoft Office suite
– Strong problem-solving skills
If you are a motivated individual who enjoys working with people, we would love to hear from you. Apply now to join our team and start making a difference!
Expected salary: $40000 – 50000 per year
Job date: Fri, 02 Aug 2024 04:59:19 GMT