Enterprise Services Support Specialist

Overview

Global Relay has set the standard in enterprise information archiving with 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 visibility and control over their information to ensure compliance with stringent regulations.

Global Relay is a career-building company that values diversity, inclusion, and collaboration. We offer competitive compensation and benefits and seek candidates who can contribute to groundbreaking innovation and make an impact.

Your role

As part of the Client Services Team, the Enterprise Support Specialist will assist enterprise customers with post-implementation product issues, provide proactive guidance, manage support tickets, and collaborate with various teams to ensure seamless customer support experiences. The role involves a mix of reactive and proactive activities aimed at delivering high-value support and promoting retention, loyalty, and account growth.

Your responsibilities

• Act as the primary contact for troubleshooting and issue resolution for enterprise clients.
• Develop an in-depth understanding of your client's environment.
• Manage high-profile client relationships independently while guiding internal stakeholders.
• Take client issues from inception to resolution with white-glove care.
• Provide rapid break-fix support to aid clients in the moments that matter.
• Manage dedicated support cases outside usual queues, ensuring minimal wait times and immediate attention.
• Proactively follow up on open issues to ensure timely resolution and client satisfaction.
• Expand product knowledge across Global Relay products.
• Share expertise with the team to drive fast resolution and effective onboarding.
• Provide mentorship to junior team members and participate in QA processes.
• Maintain documentation of client environments, interactions, and troubleshooting processes to facilitate knowledge sharing.
• Collaborate with Customer Success Managers, Account Managers, Provisioning Services, Sales, and leadership teams to maximize client satisfaction and retention.
• Participate in peer reviews to ensure resolution quality and accuracy.

About you / Qualifications

Your skills

Working conditions

Compensation and benefits

Base salary range : $90,000 USD – $150,000 USD. Pay and benefits are determined by experience, skills, and qualifications. Global Relay provides a comprehensive health benefits program, vacation, sick days, parental leave, commuter benefits, bonuses, and a 401(k) plan with company matching. For New York-based employees, additional perks are available.

What you can expect

Global Relay offers opportunities for growth, mentorship, coaching, and a culture that rewards perseverance and hard work. You'll work with diverse, talented colleagues to achieve career goals. Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion. We provide reasonable accommodations and support a flexible, hybrid work model to balance collaboration and focused work time.

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

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