Technical Support Specialist EST

Position: Technical Support Specialist I (10am - 7pm EST Mon-Fri)
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've experienced tremendous growth in our 5 years as a B2B company, and continue to expand our Raleigh, NC based team as a result! 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 our 10:00am - 7:00pm EST shift.

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…