Zubaid R.

Enterprise Services Support Specialist @Global Relay

London, GB

Responsible for the support of the Global Relay product suite, including third-party services.Provide world-class service and support of Global Relay’s platforms and resolve all Enterprise and Tiered client enquiries with urgency.Ensure client deadlines are met in an efficient and professional manner. Provides regular updates if there are roadblocks to achieving set deadlines.Support for clients with an unlimited number of users and highest complexity.Validate data and message flow meets compliance requirements.Ensure errors or omissions in Support documentation or wiki articles are addressed.Perform peer reviews to ensure quality and accuracy.Manage high profile client relationships independently while providing guidance to internal business stakeholders.Establish connectivity to, and appropriate archiving from mixed, multi clustered email server environmentSetup archiving for services requiring Global Relay software deployed in client environments.Configure SAML authentication and Single-Sign On integration as well as Directory Sync Services for enterprise clients.Manage multi-tenant setups with a variety of technical and non-technical contacts.Attend Sprint demos to champion client and support interests to Product Management team.Review standard release and emergency fix deployment plans and communicate any perceived risks.Ensure product updates are cascaded into the team’s knowledge base and to client facing documentation.Work with Global Relay Development and Escalations teams to resolve client issues, and collaborate internally to effectively support the organization. Ensure proper Jira creation for Escalation and various GR Team.Troubleshooting with clients and Global Relay teams to effectively resolve reported issues and requests.Sales Force Dashboard Monitoring, reporting and escalation. Take ownership of cases, and work to resolution with urgency.Assist other Support members and Global Relay departments with client escalations.

Southbank University

Bachelor of Science - BSc, Architectural Technology/Technician