Training Customer Support Specialist
Training Customer Support Specialist
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Job Description
Who we are:
For over 20 years Global Relay has set the standard in enterprise information archiving with industryleading cloud archiving surveillance eDiscovery and analytics solutions. We securely capture and preserve the communications data of the worlds 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 careerbuilding company. A place for big ideas. New challenges. Groundbreaking innovation. Its 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:
Global Relays Training team actively enhances customer relationships by providing thorough product training and assistance with all nonIT customer servicerelated matters. As our everevolving product line grows the Training team stays wellinformed of all product enhancements ensuring our varied customers obtain the latest product knowledge. In short our trainers deliver consistent timely and effective customer support with each and every interaction regardless of the audience.
In this role your primary areas of focus are training customers solving Salesforce cases and successfully handling customer inquiries while following the Training team mission statement. It is expected that you will also continue to build upon your existing understanding of Global Relay solutions and howtos while continuing to develop and grow in your overall knowledge of the financial and regulatory industries.
Your job:
- Provide superb customer service for Global Relays bluechip clients: handling customer calls identifying customer needs answering customer inquiries and following up with customers on service issues;
- Assist customers in tailoring their accounts to suit their particular needs in relation to their highly regulated industry;
- Use webinar applications to deliver product training to end users on Global Relays suite of products as well as providing ongoing customer support;
- Troubleshoot and support customer issues;
- Support a positive learning and development culture for continual professional growth while creating an environment open to questions and change;
- Present information to customers in a manner which engages learners and encourages participation and feedback;
- Stay informed of relevant changes to products and features and work on projects and special assignments as appropriate.
About you:
- Degree or Diploma and/or work experience as a product trainer or in a customer service role.
- Ability to speak and write English fluently and possess excellent interpersonal and communication skills with excellent telephone etiquette.
- Spanish or Portuguese language skills are preferred but not a requirement
- Exceptional time management and organizational skills with high attention to detail.
- Ability to exercise tact and discretion and can be entrusted with confidential information.
- Ability to take complex topics or tasks and break them down for the learners and effectively communicate with individuals at all levels of an organization.
- Ability to respond to continually changing priorities to meet the demands of the team our customers and our company.
- Professional business manner with the ability to make decisions under pressure.
- Goal oriented selfstarter who can work independently and reliably with minimal supervision and has an appetite for continuous learning.
- Comfortable working under pressure in a fastpaced environment.
- True team player who is willing to roll up their sleeves assist and support other team members and take on new tasks.
- Proficient in Microsoft Office applications (Word Excel Access PowerPoint & Outlook)
What you can expect:
At Global Relay theres no ceiling to what you can achieve. Its the land of opportunity for the energetic the intelligent the driven. Youll receive the mentoring coaching and support you need to reach your career goals. Youll be part of a culture that breeds creativity and rewards perseverance and hard work. And youll be working alongside smart talented individuals from diverse backgrounds with complementary knowledge and skills.
Global Relay is an equalopportunity 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 its 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.
Required Experience:
Unclear Seniority
Employment Type
Full Time
