Technical Implementation Specialist

Global Relay ,
London, Greater London
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Job Description

We are looking for tech savvy individuals with a good understanding of Software as a Service implementations, interested in expanding their skill sets while working on exciting projects. The individual selected for this full-time position will be primarily responsible for leading external clients through setting up Global Relay's SaaS compliance products. To successfully on-board a customer, you must be able to co-ordinate project implementation activities with both external and internal stakeholders representing business and technical aspects, provide technical directions and troubleshoot technical issues that might arise in the process. You will be working with business and technical decision makers of Fortune 1000 companies from the Sales phase (often in a pre-Sales capacity) through to Support and Training. Effectively communicating with clients to gain an understanding of their compliance needs and internal processes is fundamental. Global Relay provides a supportive environment that fosters growth on both personal and career fronts. If you are outgoing, have strong attention to detail, eager to learn new technologies and have what it takes to make it through technically difficult implementations, this job is for you! Your Job: + Responsible for Global Relay product suite implementations and user management requests + Work with clients to determine workflows, documents, and procedures to verify proper product usage + Monitor the completion of escalated tickets, ensure that tickets are completed in a timely manner and that the technical knowledge base is updated, obtain clarification from technical staff on outstanding tickets + Assist Business Development during the pre-sales phase with solution configurations and proof of concepts + Collaborate with other departments during the product implementation process + Build strong relationships with client team members, work successfully under pressure, maintain a positive attitude, and meet client project deadlines in an efficient and professional manner + Advocating customer care over customer service and progressing the team to a Centre of Excellence for the client experience + Set customer expectations, communicate internally to ensure tasks are on schedule, and offer suggestions to mitigate risks to avoid delays + Establish and maintain effective working relationships with clients and staff, exercise tact and maintain company and client confidentiality About You: + General understanding of domains, networking principles, message flow, and email protocols + Microsoft Exchange, Office365, Google G Suite, and/or Domino Server experience, particularly around journaling, is an asset + Knowledge of networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO) experience is an asset + MCSE, MCITP, CCNA, and other industry certifications are desirable + Familiarity with Salesforce and Confluence WIKI is a plus including the use of trouble-ticket and support information systems + Be highly organized and ability to work on several projects concurrently + Strong analytical and problem solving skills with significant attention to the smallest details leading to a near-error free track record + Possess excellent interpersonal and communication skills with excellent telephone and email etiquette + Goal oriented self-starter who can work independently as well as in a team environment with minimal supervision and has an appetite for continuous learning + Comfortable working under pressure in a fast-paced environment + Strong work ethic with a willingness to multi-task and flexible to take on varied responsibilities + Good judgment to proactively and independently solve problems and make decisions + Demonstrated knowledge and experience in project planning and project management techniques and tools + Has a proven history of previous successes in a setting where minimal direction was provided + Experience in SaaS implementations is ideal. Technical Customer Service or customer service call center is an asset Global Relay is the leading provider of cloud-based archiving, supervision, eDiscovery, and analytics to the global financial sector. We deliver services to over 23,000 customers in 90 countries, including 22 of the top 25 global banks. Our market-leading archiving service supports over 50 data types, including email, instant messaging, Bloomberg, Thomson Reuters, social media, and mobile messaging. We've won major awards for our growth, management, and culture - including the Deloitte Fast 50 Leadership Award, Canada's 10 Most Admired Corporate Cultures, and the Deloitte-sponsored Canada's Best Managed Companies awards. Our Global Operations & Development Center is located in Vancouver, BC, Canada. In addition, we have offices in seven other cities across the world, including London and other major financial centers like New York and Chicago. We've recently expanded our London operations to better serve our UK and EU customers. Our brand-new, four-story EMEA

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