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Support Specialist, Technical Support - L1 at Global Relay - ApplyBlast

Support Specialist, Technical Support - L1

Global Relay

3 months ago

3.5 on Glassdoor

Vancouver, British Columbia, Canada

Onsite

Full Time

Junior

0 applicants

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About this role

Global Relay is seeking an L1 Support Specialist to serve as the first point of contact for Small and Medium Business customers, providing foundational technical support and troubleshooting. This role involves triaging tickets, managing user accounts, escalating complex issues, and maintaining accurate documentation within a 24x7 frontline team. The position requires balancing entry-level technical problem-solving with an understanding of client business impact to ensure efficient and professional service delivery.

Responsibilities

Serve as the first point of contact for customer technical support requests
Triage support tickets and escalate complex issues to senior specialists
Manage user account additions, removals, and authorization requests
Perform basic troubleshooting and document resolution steps accurately
Handle overflow calls and manage support queues efficiently

Skills

Qualifications

MCSEMCITPCCNAPMP

About Global Relay

globalrelay.com

Headquarters

Vancouver, British Columbia, Canada

Company Size

1001-5000 employees

Founded

1999

View Profile

Global Relay provides cloud-based electronic communications archiving, messaging, supervision, and eDiscovery solutions for regulated organizations. Its platform captures, stores and indexes email, instant and social messaging, and other digital communications to meet retention, surveillance and legal discovery requirements. Financial services and other compliance-driven firms use Global Relay for secure, searchable archives, supervision workflows, analytics and AI-enabled insights to accelerate investigations and regulatory reporting. The company emphasizes global scale, security, and integrations with leading collaboration and trading platforms.