Support Specialist I

Here at Relay, we’re on a mission that matters.

Frontline workers are the lifeblood of our economy and we're building the platform that makes them better, faster and safer than ever before and we’re hiring for a Support Specialist I.

This customer-facing role provides several opportunities that are both exciting and challenging as you navigate the waters of balancing a personalized customer connection and resolving any questions or issues with leaving a lasting impression of our brand.  

Relay is quickly growing as a product solution for enterprise customers while continuing to deliver as a solution for consumers and servicing their families. In the Support Specialist role, you will work directly to support and advocate for our enterprise customers. At Relay, we are obsessed with our customers and strive to deliver hardware and software product solutions to help businesses thrive and families connect. The Support Specialist role requires an individual who is customer centric, technically acute, and relishes the opportunity to drive impactful changes for customer experience and support through our organization. This individual must have a genuine hunger to learn and be a product expert allowing them to apply their high technical acumen to resolve any customer facing questions or issues, all the while leaving a positive lasting impression. 

Learn more about Relay at RelayPro.com

The Support Specialist position isn’t simply working tickets, making calls, and answering chats, it’s about seeing every customer interaction as an opportunity to solve their problems, better understand their needs for our product and service, and establish lasting relationships with Relay. Most importantly, team members will serve as the voice of the customer (VOC) within the organization, using their technical knowledge of Relay to collaborate across a variety of departments. Come join a team that plays a key role in maintaining and growing our customer base.  

This position is M-F, with an on-call weekend rotation (with light hours, once every 4 weekends). The position will be onsite in our North Hills, Raleigh, North Carolina headquarters with an opportunity for a hybrid schedule after a ramp up period.

What you'll do:

• Provide support on Relay enterprise products through multiple channels i.e. phone, email, chat, video, in-person, etc.
• Troubleshoot Relay Enterprise issues by providing excellent verbal and written customer communications while clearly summarizing, notating, and researching within the customer relationship management (CRM) system
• Serve as an escalation point for our external support partner
• Use knowledge of Relay backend systems to properly investigate and escalate chronic or intermittent issues
• Act as the voice of the customer within the organization to drive change on the customer’s behalf that benefits both the customer and the Relay brand
• Expand one’s technical knowledge of Relay to problem solve and isolate varying degrees of challenging issues
• Achieve a high level of professional communications with customers, internal and external contacts while troubleshooting reported issues
• Cooperatively interact and engage with internal teams (Supply Chain, Billing, Product, Engineering, etc.) to resolve customer needs
• Create and maintain Standard Operating Procedures
• Flexible to adapt and grow while keeping up with changing business needs
• Ability to receive feedback, apply coaching and key learning to improve job performance
• Maintain company and departmental standards measured by our metric review process
• Willingness to work a standard weekend support rotation
• Maintain company and departmental standards measured by our metric review process
• Will participate in a rotating after hours/holiday on call schedule for high priority escalations and as required by business needs

The qualifications you'll have:

• Associate’s degree or higher educational achievement
• Excellent verbal and written communication skills
• Technically inclined
• Detail oriented and process driven
• Be passionate to support customers through all contact methods including phone, email, ticket, chat, video conferences, etc.
• Ability to prioritize work while multitasking
• Positive attitude, career oriented, and self-motivated
• Flexible to adapt and grow while keeping up with changing business needs 
• Positive attitude, career oriented, self-motivated, willingness to work in an ever changing environment

Preferred Qualifications:

• Bachelor’s degree
• 2 years experience in customer service/technical support within a transferable industry
• Experience impacting change cross-functionally
• Experience supporting B2B SAAS and Hardware products
• Strong aptitude of ticketing and customer management systems such as Intercom, ZohoDesk, Zendesk, etc.
• Experience working with technology and web based tools
• Knowledge of wireless networking technologies

Perks and Benefits:

We have a culture where we empower our Relayers to do the best work in their lives. We call this idea BWIML (best work in my life).

It's truly amazing what happy, engaged team members can achieve. Our ever evolving list of benefits means you'll be able to achieve work/life balance, stay healthy, perform impactful work, grow in your role, look after yourself/your family, and invest in your future.

At Relay, we offer...

• 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits
• Generous Paid Time Off
• 401(K) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Annual credit towards items that promote productivity and/or wellness. This includes smartphones, fitness trackers, gym memberships, workout equipment and more.
• The latest tech, standing desks, and all the accessories and software you need to succeed in your role.

We’d love to hear from you - wondering what it’s like to be Part of the Team or ready to apply? Visit us at https://relaygo.com/careers to learn more! 

For this role, Relay will only employ those who are legally authorized to work in the United States without sponsorship now or in the future for this opening. 

Candidates only.  No recruiters or agencies, please. Sorry, we do not offer relocation assistance.