- Company Name
- Global Relay
- Job Title
- Technician, Client Support
- Job Description
-
**Job Title:** Technician, Client Support
**Role Summary:**
Provide 24/7 end‑user and technical support for Global Relay App Services, including instant messaging, texting, voice, WhatsApp, and personal search. Manage onboarding, provisioning, feature enablement, and incident resolution while collaborating with internal product, QA, and carrier teams.
**Expectations:**
* Deliver prompt, courteous support via phone, email, and ticketing system.
* Own and close customer cases, ensuring clear communication and timely resolution.
* Participate in beta testing, documentation, and feedback loops to enhance product quality.
**Key Responsibilities:**
1. Communicate with customers and internal teams about Global Relay App Services across phone, email, and ticketing.
2. Take ownership of requests for onboarding, provisioning, and implementation of IM, texting, voice, and WhatsApp services.
3. Manage GR App features: number provisioning (virtual, hosted, ported), SAML/SSO, directory sync/SCIM.
4. Provide first‑level application support: user & license management, troubleshooting, and configuration.
5. Use Salesforce, JIRA, and carrier platforms to track incidents and requests.
6. Analyze feature requests and bugs; create escalation tickets to second‑level support or product teams.
7. Track customer trends, prepare reports, and recommend improvements.
8. Coordinate with sales, development, and QA teams for issue resolution and major incidents.
9. Record, reuse, and share knowledge through in‑house documentation tools.
10. Act as escalation point for technical and procedural support issues.
**Required Skills:**
* 1–2 years experience in SaaS business or messaging application support.
* 1–2 years experience in helpdesk or service desk environments.
* Strong troubleshooting and problem‑solving skills; ability to analyze logs and configure software.
* Excellent verbal & written communication; customer‑focused service orientation.
* Proficiency with ticketing systems (Salesforce, JIRA).
* Familiarity with IM, texting, voice, WhatsApp, SAML/SSO, and directory sync technologies.
* Ability to work flexible shifts and handle high‑pressure customer scenarios.
**Required Education & Certifications:**
* High school diploma or equivalent.
* ITIL Foundation or equivalent support certification preferred.