Who we are:

For more than 20 years, Global Relay has set the criteria in archiving institutions information with the leading cloud solutions in industry, monitoring, Edksviri and analyzes. We pick up and maintain communication information in the world’s most organized companies, give them more vision and control their information and ensure compliance with strict regulations.

Although we provide competitive compensation, benefits and all other privileges one expects from a firm company, we are not your model technology. Global Relay is a professional construction company. A place for big ideas. New challenges. Pioneer innovation. It is a place where you can make a real effect – and is recognized.

We believe that wonderful companies are thrived on diversity, integration and the contributions of all employees. To this end, we recruit candidates from different backgrounds and enhance a working environment that encourages employees to cooperate and learn from each other, completely free of barriers.

Your role:

As an important member of our customer support team, you will be a face and sound for global relay. Excellence in this role means providing the customer with a smooth experience in terms of helping our customers and ensuring their services properly and smoothly operate. These responsibilities require independent and based analyzes based on the team, initiative, good judgment, communication and problem solving while working with little supervision. This role in the front seat puts you with new challenges to overcome them every day, allowing you to provide analytical skills and solve strong problems for customers.

The customer screening team is a specialized team that helps manage the support list waiting and TRITERS tickets to ensure faster transformation times and response times. The team is also responsible for the customer communication management and allocated tasks such as user management requests for our allocated and advanced customer reports. We are constantly developing to meet customer and business needs.

As the team leader, you are responsible for overseeing the operation of all the team’s duties. You will make sure that the cases are broadcast and managed as efficiently as possible, while maintaining a high level of accuracy. The role will focus on the daily management of received support tickets, in addition to overseeing customer communication management operations and a message/preparation for users, to ensure a high success rate. The team’s leadership will have a strong focus on the professional development of customer sorting staff in all offices around the world. Successful candidates will have a great opportunity to participate in the development of the team.

Your responsibilities:

• Supervising the daily operations, requests and workflow lists to ensure three cases and inquiries, correctly and efficiently
• Determining, constructing and managing the process improvements to enhance customer support, with a strong focus on efficiency
• Make regular examination records 1: 1 and set the support goal according to the team’s goal through comments and continuous training
• As an escalation point for complex customer issues and support the team by solving them
• Cooperating with other teams when needed to ensure customers get exceptional support.
• Review the content of the knowledge base from the team and make notes and direction
• In conjunction with the department director: Determine the skills necessary to improve the team, including training current employees and employing new members of the team.

About you:

• 3+ years of proven leadership experience
• 5 years experience in the roles facing customers
• 3+ years in SAAS applications or equivalent experience
• Project coordination experience and management
• An exceptional interest in multiple details and tasks, with the ability to learn and adapt in a fast -paced and constantly changing environment
• Strong communication skills, both oral and written
• It has the foundation knowledge of the principles of TCP/IP networks, with a strong understanding of fields, email protocols and messages
• Customer service experience or customer communication center, especially in leadership capacity
• Experience with Salesforce Service Cloud and Jira
• Technical mentality directed towards the details, which depends on the system with a passion for operating excellence
• A leader who is directed towards growth can think strategically and implement it successfully
• Strong knowledge from MS Office Suite
• Soft skills

compensation:

Global Relay announces the scope of wages for this role in accordance with the laws of transparency wage in British Columbia. Individual wages rates are determined by evaluating factors such as experience, skills, education and professional background.

The range below reflects the expected annual basic salary, which is only one component of the comprehensive comprehensive bonus package designed to reflect the philosophy of our company’s wages, culture and values. We aim to enhance an inspiring work environment and support the rhythms of work and life. We offer a comprehensive health advantages program, including virtual health care and well -being allowance. Employees also receive dedicated annual vacation days, which are increasing on the basis of possession. Other advantages include: paid satisfactory days, maternity/parenting promotion program, corporate rewards, and RRSP joint stock match.

For employees residing in Vancouver, we offer a subsidized meals program, in order to courtesy for the talented cooking team at home!

British Colombia – Basic salary scope:

85,000 dollars – 95,000 Canadian dollars

What you can expect:

In Global Relay, there is no roof for what you can achieve. It is a land of opportunities for vitality, smart, paid. You will receive guidance, training and support you need to reach your career goals. It will be part of a culture that generates creativity, perseverance and hard work. It will work alongside gifted smart individuals from various backgrounds, with complementary knowledge and skills.

Relay Global Relay is an equal business owner in overcoming diversity, fairness and inclusion.

We seek to ensure reasonable adjustments, accommodations and personal time to meet the unique needs of each individual.

We understand that flexible work arrangements are important, and we encourage this in our work culture. Whether it is flexibility about working hours, working style, or lifestyle, we want to make sure that our employees have a healthy balance/life. We support and appreciate the hybrid business model that mixes cooperation with the team in the office and focus time from the comfort of your home.

To learn more about our business, culture and community participation, you prefer to visit www.globallay.com.