Technician, Technical Customer Support (Evening Shift)
Technician, Technical Customer Support (Evening Shift)
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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:
As a valued member of our Technical Customer Support Team you will be the face and voice of Global Relay Inc. Excelling at this role means providing the customer with a seamless experience in terms of assisting our customers email and archiving environments are running smoothly. These responsibilities require independent and teambased analyses initiative and good judgment communication and problem solving while working with little supervision. This role puts you in the front seat with new challenges to conquer each and every day allowing you to provide strong analytical and problem solving skills to the customers.
The Global Relay Support Team works with some of the biggest names in the financial industry providing leading archiving and messaging services. Youll be involved in supporting their requirements on a daytoday basis enhancing or troubleshooting their technical environments and configurations. Liaising with customersinternal staff to communicate and collaborate effectively with both technical and nontechnical individuals.
Youll find yourself in a supportive environment that encourages growth and continual learning both personally and professionally.
Your responsibilities:
- Provide the highest level of customer service for Global Relays clients: handling customer calls identifying customer needs answering customer inquiries and following up with customers on service issues
- Complete technical requests and changes related to customers archiving setup and configuration
- Providing all forms of message data delivery support and troubleshooting including SMTP Errors NDRs analyzing headers server log tracing and DNS issues
- Setup archive configuration of Microsoft Exchange and other hosted email platforms including MSO 365 and Google Apps
- Troubleshoot Microsoft Exchange configuration issues with IT professionals such as Microsoft Exchange journaling and Active Directory integration
- Support the archival configuration of various systems including Microsoft Teams Apple Message Slack Refinitiv Bloomberg Zoom and most social media platforms
- Assist in the testing of new systems features and services
- Contribute to the continued growth of the team; helping to implement documentation policies and procedures
About you:
- Minimum of 3 years in technical support including a minimum of 2 years of customer facing
- Able to work our evening shift (4pm to Midnight Sunday to Thursday)
- Excellent interpersonal and communication skills in both verbal and written English communicating complex technical problems and solutions to end users of all skill levels
- Critical thinking skills strong analytical skills and the ability to identify problems by observation and research
- Goal oriented selfstarter who can work independently as well as excel in a team environment with minimal supervision adaptive and a strong willingness to learn while working in a fastpaced environment
- Strong working knowledge of various email and networking technologies
- Must be able to accurately document complex technical issues and comprehensively outline resolution steps in a support case
- Ability to exercise good judgment and discretion with confidential information
- Exposure to various hosted and cloudbased email providers
- Experience with email journaling is a strong asset
- Knowledge and familiarity with Active Directory LDAP SAML / SSO / MFA is also a nice to have
- Familiarity with Salesforce CRM and Confluence is desirable
- Willing to work weekend and day shift where required
Compensation:
Global Relay advertises the pay range for this role in compliance with British Columbias pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise skills education and professional background.
The range below reflects the expected annual base salary which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy culture and values. We aim to foster an inspiring work environment and support employees worklife rhythms. We provide a comprehensive extended health benefits program including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days which increase based on tenure. Other benefits include: Paid sick days maternity/parental enhancement program corporate bonuses and an RRSP contribution matching program.
For Vancouverbased employees we provide a subsidized meal program courtesy of our talented inhouse culinary team!
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 .
Required Experience:
IC
Employment Type
Part-Time
