L1 Technical Support Specialist

About the role

Global Relay is looking for a motivated, client‑focused L1 Support Specialist to join its Small and Medium Business (SMB) team. As the first point of contact, you will ensure that customers’ services run smoothly by handling initial technical inquiries, user‑management tasks, and basic troubleshooting.

Key responsibilities

• Provide first‑level technical support for all Global Relay services.
• Collect detailed issue information and create clear escalation tickets for higher‑level specialists.
• Perform user‑management actions, self‑service requests, and simple script imports.
• Manage support queues, triage cases, and handle authorized contact changes.
• Maintain accurate documentation of troubleshooting steps and resolutions.
• Assist with overflow calls from administrators when needed.

Required profile

• Strong technical aptitude and disciplined operational approach.
• Comfortable working within a structured support model and 24x7 frontline environment.
• Excellent verbal and written communication skills for clear customer interaction and internal escalation.
• Ability to balance entry‑level troubleshooting with an understanding of client business impact.

Required skills

What we offer

• Competitive compensation and benefits.
• Opportunities for career growth in a diverse and inclusive environment.
• Exposure to enterprise‑level archiving, eDiscovery, and analytics solutions.