Administrative Assistant, Technical Support

Job ID
GRTS179
Job Type
Permanent Full-Time
Location : Name (EN)
Vancouver, BC

Your Role:

The Technical Support team helps ensure that Global Relay's services run smoothly for all customers. Our team is available 24x7 to quickly help our customers get to the bottom of every technical issue via troubleshooting and creative problem solving.

 

As an Administrative Assistant on the Support team, you will provide prompt and courteous frontline support to Global Relay’s customers and systems support staff.

 

You will contribute to the Technical Support team by:

  • Completing user management requests and user support issues.
  • Reviewing legal documents.
  • Triaging incoming support tickets to determine problem severity in accordance with Service Level Agreements (SLA).
  • Verifying the identity of client representatives.
  • Honing your great communication skills in an exciting, fast-paced environment.

This is an outstanding opportunity for those looking to begin their career in the tech industry.

Your Job:

 

  • Communicate with customers about changes to their authorized contacts
  • Conduct online presence investigation and data collection (legal / government filings)
  • Provide user administration support for Global Relay’s systems and platforms
  • Use Salesforce and Jira to effectively manage all requests and incidents
  • Triage inbound Support tickets, including authorizing requests and gathering information
  • Assist with Enterprise Support duties, including reporting and user import requests
  • Manage Global Relay status page requests
  • Manage social media archiving changes
  • Update in-house Support Home Page incident and information management

 

About You:

 

  • Minimum of 1 to 2 years of experience in a customer facing service/support role
  • Excellent attention to detail and ability to work within defined legal policies and procedures
  • Able to map an individual’s contact information to their organizational role
  • Excellent time management skills
  • Strong written and verbal communication in English
  • Salesforce and Confluence(Jira) experience desired, but not essential
  • Basic understanding of networks, email systems and their respective technologies an asset

About Us:

Global Relay is the leading provider of cloud-based archiving, information governancesurveillance, and eDiscovery solutions to the global financsector. We help financial services firms preserve and supervise their communications data for regulatory compliance, risk mitigation, and litigation readiness. We deliver our services to over 20,000 customers in 90 countries, including 22 of the top 25 global banks. Our market-leading archiving service supports email, instant messaging, text, market data chat, social media, enterprise social networking, voice, trade data, websites, and more. Recently, we also launched a compliant messaging platform specifically for the finance industry.

 

Our Global Operations & Development Center is located in Vancouver, BC, Canada. In addition, we have offices in six other cities across the world, including major financial centers like New York, Chicago, and London.

 

Over the years, we have won several major awards, including:

  • Company of the Year from the BC Tech Association
  • Canada’s 50 Best Small and Medium Employers
  • Canada’s Top Employers for Young People
  • Canada’s Top 10 Most Admired Corporate Cultures
  • Canada’s Best Managed Companies – Platinum
  • Technology Fast 50 – Leadership

We provide fantastic opportunities to individuals passionate about business and technology. For those with international business aspirations, we offer invaluable opportunities for doing business with some of the world’s largest, most influential firms. Our company is also perfect for those who want to create cool technology using massively scalable, big-data architecture, with a strong focus on mobile.

 

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

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