L1 Technical Support Specialist (SMB)
Core
First-line technical support specialist for Small and Medium Business (SMB) customers, handling ticket triage, user management, and basic troubleshooting for enterprise information archiving and eDiscovery services.
Role type
Junior IC technical support specialist
Builds
Customer support operations for Global Relay's cloud archiving, surveillance, and eDiscovery solutions
Domain
Enterprise security, information archiving, and compliance technology
Deliverable
client delivery
Required skills
Basic troubleshooting, user management, ticket triage, communication, networking fundamentals, Microsoft Exchange/Office 365/Google Workspace, Windows Server environments, basic scripting
Preferred skills
SAML/SSO knowledge, Salesforce/Jira experience, MCSE/CCNA/PMP certifications, Instant Messaging/SMS/Voice services
Responsibilities
Act as first point of contact for customer technical issues; collect details and create escalation tickets; perform user management and self-service requests; manage support case queues; verify customer contact changes; document troubleshooting steps; handle overflow calls
Seniority
Junior, entry-level IC