Training & Customer Support specialist

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.

Your Job:

Global Relay’s Training team actively enhances customer relationships by providing thorough product training and assistance with all non-IT customer service-related matters. As our ever-evolving product line grows, the Training team stays well-informed of all product enhancements, ensuring our varied customers obtain the latest product knowledge. In short, our trainers deliver consistent, timely, and effective customer support with each and every interaction regardless of the audience.

The Specialists primarily focus on training customers, solving Salesforce cases, and successfully handling customer inquiries while following the Training & Customer Support team mission statement and team expectations Specialists are also accountable for assisting new hires, supporting the implementation of large or VIP customers, and acting as a mentor and knowledge resource to colleagues. They are expected to continue to build upon their experience of Global Relay solutions while developing and how to apply and use the tools.  They also need to develop and grow their overall knowledge of the financial and regulatory industries.

In addition to the Training & Customer Support Specialist accountabilities, the Train the Trainer (T3) designation has additional responsibilities, including on-boarding new hires and designing, maintaining and conducting the delivery of the new hire curriculum.  The T3 will be required to track and document each new hire's progress and adjust training to support the learner(s)’ needs.  The T3 will work closely with Human Resources and the Leads/Manager to prepare new hires to train customers, solve Salesforce cases, and successfully handle all customer inquiries while following the Training & Customer Support Specialist team mission statement. The T3 will also work in collaboration with the Learning and Development department and Organisational Readiness to assess and improve Training Team-specific learning material(s), identify curriculum gaps, and take actions to close them.

In addition to preparing new staff to become successful Training & Customer Support Specialists, the T3 will help prepare the team for new product releases and enhancements.  Working with stakeholders that include Product, UX, Organisational Readiness and L&D, they will gather relevant information and work with Leads/Manager to prepare the Training Team for the releases.

Your Responsibilities:

All duties and responsibilities outlined in the Training and Customer Support Specialist and Senior Training and Customer Support Specialist job descriptions as well as:

• Collaborate with the HR and Learning and Development Teams to create a learning curriculum for the Training & Customer Support Team, ensuring a successful on-boarding process for new hires;
• Take responsibility for managing internal learning materials, documentation, and Wiki pages for the Training & Customer Support Team;
• Serve as the new hire buddy on the Training & Customer Support Team, responsible for training and mentoring;
• Stay updated on product changes by partnering with various Organization Readiness participants to create customer-specific training materials;
• Build, maintain and deliver ongoing skills development programs including: product and industry knowledge; recognizing and executing up-sell opportunities; soft skills including telephone etiquette; and on-going feature and systems upgrades;
• Ensure all trainers possess the necessary product knowledge and skills to effectively support all products by tracking their development;
• Promote a culture of continual professional growth by supporting a positive learning and development environment that welcomes questions and encourages ongoing improvement;
• Act as a role model by consistently demonstrating best practices in providing industry-leading training and customer service;
• Collaborate with other Specialists and departments to ensure successful on-boarding and implementation of customers;
• Actively participate in team meetings and encourage others to contribute;
• Act as the Champion for Miro and Productboard; and
• Work on projects and special assignments when assigned.

About You:

• Degree/Diploma and work experience as a Trainer or in a customer service role;
• Ability to speak and write English fluently and possess excellent interpersonal and communication skills with excellent telephone etiquette;
• Extensive understanding of GR product lines and processes;
• Exceptional time management and organizational skills with close attention to detail;
• Ability to exercise tact, discretion and be entrusted with confidential information;
• Ability to take complex topics or tasks and break them down for the learners;
• Ability to effectively communicate with individuals at all levels of an organization;
• Ability to respond to continually changing priorities to meet the demands of the team, our customers, and our company;
• A professional business manner with the ability to work in a fast-paced environment and to make decisions under pressure;
• Goal-oriented self-starter who can work independently and reliably with minimal supervision and has an appetite for continuous learning;
• True team player who is willing to roll up their sleeves, assist and support other team members, take on new tasks; and
• Proficient in Microsoft Office applications (Word, Excel, Access, PowerPoint & Outlook), JIRA, Miro, Product Board, and Salesforce

What You Can Expect:

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

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

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.