We are expanding our Technical Support Team and are looking for energetic, professional, customer focused people who have a solid understanding of Email and messaging platforms and are interested in expanding their existing Technical Support skill set while working on exciting projects in an environment that fosters growth on both personal and career fronts.
This is the right job for you if you are outgoing, attentive to detail, eager to learn new technologies and have what it takes to provide outstanding support.
Job Description / Duties & Responsibilities:
The candidate must be detail oriented and easy going. Our ideal candidate will be self motivated, willing to work and learn at a fast pace and be a team player on the Technical Support team, and as part of the larger Global Relay team to carry out the following duties:
• Provide a high level of 24/7 phone and email support for software, email and messaging related technologies. We want people who genuinely enjoy picking up the phone and talking to clients
• Work with all other Global Relay teams to best resolve the issue and exceed the customers’ expectations.
• Provide status updates on client requests and help coordinate the implementation of the requests.
• Use helpdesk tools to track client problems and requests and to accurately document actions performed.
• Provide feedback, solutions and answers to Frequently Asked Questions for our Knowledge base.
• Up-sell our products and services whenever possible.
• Take initiative and provide suggestions and take on extra responsibilities as the team grows.
Qualifications:
• Excellent organizational skills with the ability to multi-task in a fast paced environment.
• Strong verbal and written communication skills. We want great Customer Service combined with great Technical Support. Someone who can communicate clearly to a wide and varied audience. We are looking for the ‘right’ person!
• Minimum two (2) years previous experience in a Technical Support role.
• A solid understanding of Email (Client and Server) technologies.
• A good understanding of Instant Messaging platforms and technologies.
• A good understanding of domains and networking principles (TCP/IP etc.)
• Considerable knowledge of both Windows & Mac OS application software, MS Office and Internet Browsers.
• The ability to troubleshoot effectively and creatively. Have the ability to ask the right questions to narrow down the problem.
• Able to work in a team setting and independently.
• Must be flexible in terms of working hours.
• Possess a proven history of previous successes in a setting where minimal direction was provided.
Desirable:
• Experience or certifications with Microsoft Exchange (2003, 2007, 2010).
• Experience with Lotus Domino systems.
• Up-to-date Microsoft certifications (MCP/MCSE/MCSA).
• Cisco networking certifications.
About Global Relay:
Global Relay provides message archiving services that are simply superior. We offer the fastest search, retrieval and monitoring capabilities in the world today. Our email & IM archiving and perimeter security technology provides businesses with highly secure offsite storage and backup while satisfying all compliance, privacy, security, business continuity, corporate governance, audit and litigation requirements. With our head office located in Downtown Vancouver’s Gastown, Global Relay provides leading Message Archiving and Compliance Services to customers world-wide. Our company recognizes excellence and provides our team members with endless opportunities for growth and development.
What We Offer:
• Positive and open working environment with opportunities for career development and growth.
• Excellent starting salary based on experience.
• Medical/dental benefits.
To apply for this position, please reference “Technical Support – Intermediate Level†in the email subject, and send your cover letter and resume in doc or pdf format to hr@globalrelay.net .
Please no phone calls. Must be eligible to work in Canada.
Visit www.globalrelay.com to learn more about us.
Reference: http://ping.fm/2eN1A
