Enterprise Support Specialist - Global Relay : Job Details

**Enterprise Support Specialist**

at Global Relay New York, New York, United States For more than 20 years Global Relay has set the standard and trends in compliant communications with our multi-award winning unified communications, data capture, and data analysis platform. We securely capture and manage the worlds communications data and give its owners greater control and visibility to drive value and ensure compliance with the regulatory requirements of a large variety of industries and authorities.

We offer competitive compensation and benefits and all the other typical things you expect, but we are not your typical company. Global Relay is a career-making company. It is a place for big ideas, new challenges, and cutting-edge innovation. It is a place where you can make an impact.

**Your Role:**

As a member of our growing Enterprise Support Team, youre a bright, energetic individual bringing with you your hybrid skillsets of technical savviness and great communication (written and verbal), all underpinned with solid business and commercial acumen.

Youll be working on SaaS/cloud-based systems support, juggling multiple customers at one time, leading their technical and/or business stakeholders through the resolution of challenges, and bringing your experience to bear to ensure our customer's business requirements are met and exceeded.

Excelling at this role means providing our customers (some of the largest globally regulated organizations) with a seamless experience in terms of support and navigating the resolution of technical issues as they arise while providing excellent customer service every step of the way.

Youll find yourself in a supportive environment that encourages growth and continual learning, both personally and professionally.

**Your Job:**

* Provide first-class customer service for Global Relays clients: handling customer calls, identifying customer needs, answering customer inquiries, and following up with customers on service issues. You are the 'face' of Global Relay.

* Work with with e-mail message delivery support and troubleshooting, including SMTP Errors and NDRs, analyzing headers, server log tracing, and DNS issues

* Maintain a high standard of communication and customer service throughout the entire support process

* Utilize your strong personal organization and management skills; juggling priorities, meeting deadlines, and setting expectations, both externally and internally

* Work effectively as a key member of a wider team over the lifecycle of our customers with a shared goal of success; collaboration with other teams and specialisms is key to your success

* Actively contribute to the Enterprise Support Teams knowledge base and learning

* Submit and maintain ownership of issues to our internal support, DevOps, and Product teams to resolve technical issues encountered that require further investigation and analysis

The Enterprise Support Team is our customer's business partner within Global Relay. Our goal is to build relationships with our customers and bring to bear all of Global Relay's professional resources to solve our client's business archiving needs.

**About You:**

* Previous experience in technical support and/or helpdesk (e-mail hosting/archiving experience preferred) and a minimum of 4 years of customer facing assistance

* Strong analytical and problem solving skills with the ability to take responsibility for customer issue resolution

* Ability to read, write, and speak English fluently, communicating complex technical problems and solutions to end users of all skill levels

* Goal-oriented self-starter 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 fast-paced environment

* Strong working knowledge of the Internet in general, with an understanding of various protocols such as SMTP, DNS, TELNET, and OpenSSL

* Knowledge and familiarity with Active Directory; LDAP and SAML/SSO is preferred

* Ability to exercise good judgment and discretion with confidential information

* Minimum of 2 years of experience in SaaS Implementations is preferred, but not essential

* Understanding of the setup and components of various mail servers such as Google Apps, Microsoft 365, MS Exchange, Notes, Sendmail, Exim, and Postfix would be an asset

* Exposure to various hosted and cloud-based email providers (i.e. Microsoft 365 & Hosted Exchange, G Suite amongst others) particularly around journaling, is a strong asset

* Experience with Salesforce CRM and Confluence is desirable

At Global Relay there is no ceiling. This is the land of opportunity for the energetic, intelligent, and driven people that make this company great. The combination of the right people in the right positions and a rapidly growing company means unlimited career potential.

You will receive the mentoring, coaching, and support that you need to reach your personal and career goals. Youll be part of a culture that promotes and rewards hard work and creativity and will grow into the new opportunities that are available to you.

To learn more about our business, culture, and community involvement, visit .