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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.
Provisioning specialist's work closely alongside our implementation specialists to ensure a complete onboarding of our full suite of services.
The Provisioning specialists works with customers in executing the onboarding of Global Relay Messaging and Mobile Application services by working closely with customer IT teams, and keeping client business users updated on the implementation progress. Specialists are trusted client advisors helping ensure that the solutions meet each customer’s unique requirement while setting up services correctly and smoothly.
The primary function of the provisioning specialist is to provide prompt and courteous implementation expertise for Global Relay’s Messaging Text and Voice services. They build strong relationships with client’s implementation team members, work well under pressure, maintain a positive attitude, and meet client project deadlines in an efficient and professional manner. They set customer expectations, communicate internally to ensure tasks are on schedule, and offer suggestions to mitigate risks and avoid delays. They also advocate customer care over customer service.
Provisioning specialists are highly organized to work with several clients in different implementation phases concurrently. They possess excellent interpersonal and communication skills with outstanding telephone and email etiquette. They also have strong analytical and problem solving skills with significant attention to the smallest details leading to a near-error free track record. Intermediates can work independently as well as in a team environment with minimal supervision and are comfortable working under pressure in a fast-paced, multi-tasking environment with varied responsibilities. They exercise good judgment to proactively and independently solve problems and make decisions while updating management on at-risk items.
Your role:
- Responsible for Global Relay App suite implementations (Global Relay App Text, Global Relay App Voice Calling, Global Relay for Android Messages, Global Relay for Apple® Messages, Connector for O2, Global Relay Connector for Verizon, Connector for Vodafone, WhatsApp Business for Global Relay, Connector for Zoom Phone (Should we include this?)), including MyArchive, MFA/SAML and Third-Party integrations
- Provisioning and Onboarding on different platforms (Desktop, Web, iOS & Android)
- Work directly with Global Relay Teams/Departments to help and manage New Global Relay App customers
- Monitor the completion of escalated tickets, ensure that tickets are completed in a timely manner; obtain clarification from technical staff on outstanding tickets
- Complete implementations for clients with up to 500 users; exceptions may occur, based on complexity
- Perform regular document management and wiki updates
- Promote cross-team engagement with other customer facing teams
- Perform peer reviews of new service implementations
- Assist team members and other Global Relay departments as needed
- Work with internal product teams to determine workflows, documents, procedures and validate those procedures by ensuring proper Global Relay product usage with clients
- Ad hoc tasks and responsibilities as the business requires
Your responsbilities:
- Responsible for Global Relay App suite implementations (Global Relay App Text, Global Relay App Voice Calling, Global Relay for Android Messages, Global Relay for Apple® Messages, Connector for O2, Global Relay Connector for Verizon, Connector for Vodafone, WhatsApp Business for Global Relay, Connector for Zoom Phone (Should we include this?)), including MyArchive, MFA/SAML and Third-Party integrations
- Provisioning and Onboarding on different platforms (Desktop, Web, iOS & Android)
- Work directly with Global Relay Teams/Departments to help and manage New Global Relay App customers
- Monitor the completion of escalated tickets, ensure that tickets are completed in a timely manner; obtain clarification from technical staff on outstanding tickets
- Complete implementations for clients with up to 500 users; exceptions may occur, based on complexity
- Perform regular document management and wiki updates
- Promote cross-team engagement with other customer facing teams
- Perform peer reviews of new service implementations
- Assist team members and other Global Relay departments as needed
- Work with internal product teams to determine workflows, documents, procedures and validate those procedures by ensuring proper Global Relay product usage with clients
- Ad hoc tasks and responsibilities as the business requires
About you:
- 1 to 2 Years in SaaS implementations or equivalent experience is ideal.
- Technical Customer Service or customer service call center is an asset.
- A proven history of previous successes in a setting where minimal direction was provided.
- Familiarity with technical documentation and ticketing systems, Salesforce and Confluence Wiki is a plus
- Knowledge of Windows and Apple operating systems and troubleshooting
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 www.globalrelay.com.
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