Triage Specialist, Customer Triage

at  Global Relay

WHO WE ARE:

For over 20 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.
We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

SPECIALIZED SKILLS:

• System user creation and basic connectivity troubleshooting
• Collecting pertinent issue details and creating escalation tickets to operations for further investigation and/or resolution

YOUR ROLE:

The Customer Triage team helps ensure our services run correctly and smoothly for each customer. This team is available 24x7 to quickly assist our customers, troubleshooting services and using creative problem solving to get to the bottom of every technical issue.
The primary function of a Triage Specialist, Customer Triage is to provide prompt and courteous frontline support to Global Relay’s customers and systems support staff.
The Triage Specialist contributes to frontline work completing user management requests and end-user support issues. They effectively review legal documents and government filings as well as conduct online research to verify the identity of client representatives; leading to the generation and processing of authorized contacts on company accounts. They also effectively communicate both verbally and in writing working in a fast-paced environment while adhering to strict internal policy and assist with specialized duties such as reporting, weekly user script import requests and ad-hoc user script import requests.