Technician, Client Support

Job Description

Job Description

Who we are :

For over 25 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.

Your role :

The Client Support team is part of our frontline team providing 24x7 customer and technical support that will help ensure our Global Relay App Services are running properly for each customer. They provide end user support, troubleshooting services using creative probing to resolve any technical issues.

The team's responsibility includes but not limited to managing requests related to our customer's Global Relay App Services such as Global Relay App Instant Messaging, Texting, Voice, WhatsApp and Personal Search to our customers, providing prompt and courteous implementation assistance to our customers.

The team can effectively communicate both verbally and in writing as well as in-depth collaboration with internal support and product teams in a fast-paced environment to mitigate risks and mistakes in a production environment.

So, if you enjoy learning new things, getting to the bottom of technical issues, sifting around log files, configuring software or troubleshooting in house solutions, this is the opportunity for you!

This role will be fully onsite at our Gastown office.

Your job :

• Communicate with Global Relay App customers and Internal Teams in managing our Global Relay app services to our customers via phone calls, emails and ticketing system
• Taking ownership of requests and cases for Global Relay App services which includes Onboarding, Provisioning and Implementation of Global Relay App services and all its features such as;

Instant Messaging and Directory Management

About you :

Compensation :

Global Relay advertises the pay range for this role in compliance with British Columbia's 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' work-life 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, bonus, and an RRSP contribution matching program.

For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team!

British Columbia - Base salary range

$60,000—$70,000 CAD

What 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.

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