Client Services Representative
2 months ago
About the Role:
The Client Support team at Global Relay is responsible for providing 24x7 customer and technical support to ensure our Global Relay App Services are running smoothly for our customers. As a member of this team, you will provide end-user support, troubleshooting services, and creative problem-solving to resolve technical issues.
Key Responsibilities:
- Communicate with Global Relay App customers and internal teams to manage our Global Relay app services, including phone calls, emails, and ticketing systems.
- Take ownership of requests and cases for Global Relay App services, including onboarding, provisioning, and implementation of Global Relay App services and its features.
- Manage Global Relay App features, such as Instant Messaging and Directory Management, Texting and Voice features, WhatsApp services, and International Feature enablement.
- Provide first-level GR app application support and management for our GR App customers, including user and license management.
- Use Salesforce, JIRA, and internal systems to manage customer requests and incidents related to Global Relay App.
- Participate in beta testing and demo visibility on new releases and services within the Global Relay App Services.
- Analyze feature requests, bug issues, and create escalation tickets to 2nd-level Application Support and product teams for investigation and resolution.
- Document and report customer trends to your Lead to improve the customer experience.
- Engage with internal teams to drive sales, development, resolution of issues, and major incident activities, handling customer-facing communications to set clear expectations through closure.
- Capture, reuse, and share knowledge using in-house solutions, contribute to the learning and success of your team, and the company through collaboration and aiding in documentation.
- Work closely with product development teams and QA teams to test new features before releases, bug fixes, and surface meaningful customer feedback.
About You:
We are looking for a highly motivated and experienced individual with a minimum of 1-2 years of experience in a SaaS business type model and message applications. You should have a strong background in helpdesk or service desk environments and be able to work with challenging customers with time constraints. You should also be able to work in a flexible changing shift.
What You Can Expect:
At Global Relay, you will have the opportunity to work with a talented team of individuals from diverse backgrounds, with complementary knowledge and skills. You will receive mentoring, coaching, and support to reach your career goals. You will be part of a culture that breeds creativity and rewards perseverance and hard work. We are an equal-opportunity employer committed to diversity, equity, and inclusion, and we seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.
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