Technician, Support Operations (Day Shift)

August 10

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Global Relay

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Leader in compliant communications archiving, messaging, supervision, information governance, and eDiscovery.

Message Archiving • Compliance • Archive Linkedin • eDiscovery • IM

1001 - 5000

Description

• Provide quality customer service for Global Relay’s clients: handling customer calls, identifying customer needs, answering customer inquiries, and following up with customers on service issues • Process requests related to all Global Relay services with a focus on: User Management, Terminations requests, End User/Question requests, Low level Change requests • Supporting minor archiving configuration of email systems including: Microsoft Exchange, Office 365, Google Apps, and other hosted email platforms • Supporting minor archive authentication services including: SAML (Single Sign-On), Directory Sync, and MFA (Multifactor Authentication) • Supporting minor archiving configuration of Messaging platforms systems including: MS Teams, Slack, Bloomberg, Global Relay App • Supporting minor archiving configuration of Social Media platforms systems including: Twitter, LinkedIn, YouTube, and Meta (Facebook/Instagram) • Supporting Compliant Messaging service (GR App): User Management, responding to customer queries, and resolving customer issues • Assist in the testing of systems, features, and services relating to projects for existing products and product developments • Supporting changes to services: providing pre- and post-change verification • Analysis of complex issues and creating escalation tickets to operations for further investigation and/or resolution • Continual monitoring of Production Services: Monitoring service dashboards for critical alerts, Triaging and resolving alerts, Raising appropriate Incident and Event type tickets, Escalating tickets and carrying out callouts to specialist teams, ensuring timely and ongoing resolution of incidents, Continual improvement in management of alerts, working with relevant teams to provide focused alerts • Customer Case triage and reporting: Production of required reports as required internally or by Customer, Updating and maintaining team wiki and knowledge articles

Requirements

• Post-secondary education; undergraduate degree or equivalent experience • Minimum of 1 to 2 years of experience in a customer-facing service/support role • Basic understanding of networks, email systems, and their respective technologies • High attention to detail and ability to work within defined legal policies and procedures • Solid written and verbal communication in English • Excellent time management skills • Prior experience with Microsoft Office (Outlook, Excel) • Experience with Case Management and Incident Management • Skills on Monitoring tools and able to troubleshoot relatively straightforward issues and follow Runbooks • Salesforce and Confluence (Jira) application experience desired, but not essential • Comfortable with a 7:00am-7:00pm PDT shift time • Comfortable with a team shift pattern: 4 shifts on:4 days off, 3 shifts on:3 days off

Benefits

• Corporate bonus • Extended health benefits • RRSP Matching • Enticing commission structure