Technical Support Specialist I

The Technical Support Specialist I role at Relay is a customer-facing position that focuses on providing support and advocacy for enterprise customers. The role requires a customer-centric approach and a genuine hunger to learn and become a product expert. The main responsibilities include resolving customer concerns, establishing lasting relationships with customers, and serving as the voice of the customer within the organization. This full-time position offers the opportunity for a hybrid schedule after a ramp-up period and requires occasional weekend support rotation and domestic customer site visits.

• Provide support on Relay enterprise products through multiple channels (phone, email, chat, video, etc.)
• Troubleshoot Relay Enterprise issues by providing excellent verbal and written customer communications
• Clearly summarize, notate, and research within the customer relationship management (CRM) and ticketing systems
• Expand technical knowledge of Relay to problem solve and isolate challenging issues
• Cooperatively interact and engage with internal teams to resolve customer needs
• Maintain company and departmental standards measured by metric review process
• Willingness to work a standard weekend support rotation
• Participate in occasional travel to domestic customer site visits

• Provide support on Relay enterprise products through multiple channels (phone, email, chat, video, etc.)
• Troubleshoot Relay Enterprise issues by providing excellent verbal and written customer communications
• Expand technical knowledge of Relay to problem solve and isolate challenging issues
• Cooperatively interact and engage with internal teams to resolve customer needs
• Maintain company and departmental standards
• Willingness to work a standard weekend support rotation
• Willingness to participate in occasional travel to domestic customer site visits

• 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.