Technical Support Specialist I

Technical Support Specialist I

Relay is a cloud-based technology platform that helps frontline teams improve communications, increase employee safety, and improve their productivity. Relay helps frontline teams digitally transform their operations with the modern tools which supports actionable real-time data needed to track performance and improve their operations. Software has not yet transformed the frontline world, and we're on a mission to change that. We're hiring for a Technical Support Specialist I who will thrive in a dynamic high-growth start-up environment.

Frontline workers are the lifeblood of our economy, and we're building the cloud platform that makes them better, faster and safer than ever before. Our cloud solution offers a data driven approach to frontline work through real time communications, real time location information and powerful real time data and insights. Here at Relay, we've designed, built and launched an entirely new product category and we're disrupting the handheld radio industry. What is it? A simple, rugged, internet-enabled smart-device, and all the software that runs with it, for B2B clients and frontline workers across multiple industries and verticals. We've achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities.

This role is hiring for regularly scheduled hours of 10:00am - 7:00pm or 3:00pm - 12:00am EST.

Are you a natural problem-solver who thrives at the intersection of cutting-edge technology and world-class service? We are looking for a Technical Support Specialist to join our high-impact Customer Solutions team and broader Operations Department. In this customer facing role, you won't just be closing tickets; you'll be the face of our brand, providing critical support via phone, email, and video to ensure our partners maximize the value of Relay products.

You will join a collaborative, fast-paced environment where your curiosity is rewarded, and your technical growth is a priority. From deep-diving into complex troubleshooting to partnering directly with Engineering, Product, and Supply Chain teams, your mission is to deliver seamless resolutions, maintain SLA standards, and sustain the stellar CSAT scores our clients have come to expect. Our team operates in a variety of technologies, and we primarily utilize Zoho Desk, Zoho CRM, Zoom, and Google Meet.

This team is hybrid 3 days a week in the office (Monday, Wednesday, Friday). The expectation for any team member that joins is 5 days a week during your onboarding period (9-12 weeks) with the ability to settle into the 3 day a week cadence after.

What you will do:

• Mastering the Stack: Providing high-touch support across multiple channels while keeping our CRM and ticketing systems meticulously documented.
• Strategic Collaboration: Acting as a bridge between the customer and our internal Product and Engineering squads to solve the "unsolvable."
• Continuous Growth: Staying ahead of the curve on new product developments and technical advancements to serve as a subject matter expert.
• Driving Satisfaction: Prioritizing customer education and experience to ensure every interaction adds long-term value.
• Operational Support Needs: Work a support on-call rotation every two months and travel to domestic customers as needed (Less than 5% domestic travel)

What you will have:

• 2+ years experience in customer service and/or technical support within a transferable industry
• Strong time management and organizational skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Familiarity with technology and a curiosity to dig in and problem solve problems without being handed the solution.
• A valid driver's license and ability to travel locally to support customers needs in person.

Nice to have:

• Excellent communication skills (written and verbal) with the ability to explain technical information clearly and concisely to a variety of audiences.
• Positive attitude, career-oriented, self-motivated, willingness to work in an ever-changing environment
• The ability to receive and apply constructive feedback to continuously improve your performance.
• Associates degree in a technology related field or equivalent work experience.

About us: company, culture & perks:

We have a culture where we empower our Relayers to do the best work in their lives. We call this idea BWIML (pronounced bee wimmel = 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 for you and those who depend on you
• Generous Paid Time Off
• 401(K) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Wellness Perks, including access to a world-class onsite fitness center
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role

Please note all finalist candidates must complete a successful background and reference checks prior to employment with Relay.

The Relay Hybrid Work Model

At Relay, relationships are at the core of everything we do - and this translates to how we approach our customers and our work internally. Relay strives to be long-term relational partners versus transactional vendors to our customers. You will be encouraged to get in front of our customers and/or attend a trade show as a Relayer, regardless of your role.

Internally, Relayers endeavor to build authentic, caring, and trusted relationships with each other.

With these principles in mind, and because we believe relationships are formed more quickly and deeply in-person, we greatly value the power of collaborating together with our customers on-site at their properties, and with each other in our spectacular and amenity-rich office.

Our relational approach is also at the heart of why we ask all Relayers in our hybrid model to work from the office a minimum of 3 days per week with some roles requiring additional days.

At this time Relay is unable to provide sponsorship for employment. In order to be considered for employment, applicants must be currently legally authorized to work in the US and not require future sponsorship in order to continue working for Relay.