Sinch

Sinch prides itself in providing world-class customer support on every customer interaction! Our primary job is to make our customer's lives easier by providing efficient, helpful, and world-class support. As an Application Administrator I, these should come easy to you. You will be working in a fast-paced environment daily that consistently brings new challenges and learning opportunities. Do you have what it takes?Application Administrator I should be able to: <ul> <li>Wow customers on every contact</li> <li>Sound personable on all forms of communication (tickets, phones, and chats)</li> <li>Explain complex topics in a way that anyone could understand</li> <li>Consistently learn new technologies and adapt to our customers needs (programming languages, new operating systems, APIs, etc.)</li> </ul>Our Team We believe in contributing back to the community. Many of the tools and libraries we’ve developed are open source (<a href="https://github.com/mailgun)!" target="_blank" rel="nofollow noreferrer noopener" class="external">https://github.com/mailgun)!</a> We move fast and don’t believe in having unnecessary silos and red tape that keep teams from shipping software. We have a passion for solving hard problems – our services are responsible for processing billions of messages each month and have to not only scale, but be highly reliable. Requirements<ul><li>A basic understanding of email receipt and delivery (POP, IMAP, and SMTP)</li></ul><ul> <li>Basic knowledge of concepts surrounding email composition, specifically MIME standards and formatting</li> <li>Knowledge of email deliverability techniques such as IP and domain reputation, SPF/DKIM authentication, and spam filtering</li> <li>Ability to execute commands in multiple programming languages</li> <li>Working knowledge of REST APIs and how to integrate with a customer solution</li> <li>Foundational understanding of Cloud Computing technologies. Familiarity with the various client and server operating system used by customers (Windows, Linux, Mac OSX)</li> <li>Proactive sense of urgency with respect to customer service and communication</li> <li>Strong organization, communication, learning, problem-solving, documentation, and follow-up skills</li> <li>A passion for technology and customer service</li> <li>Handles level-appropriate customer support requests primarily via phone, tickets, and chat</li> <li>Escalates support requests as necessary through the appropriate channels</li> <li>Documents all customer support phone calls/chats via the ticketing system</li> <li>Creates and maintains customer loyalty by serving customers above and beyond expectations</li> <li>Fosters a strong working relationship with other departments including but not limited to Sales, Operations and Support</li> <li>Exercises good judgment and decision-making at all times in order to consistently deliver superior customer outcomes</li> <li>Ability to work with a physically distributed team and work a flexible schedule to cover shifts </li> </ul>Preferred<ul> <li>Email and deliverability knowledge</li> <li>2+ years of experience in providing customer support via multiple social media channels</li> </ul>Benefits<ul><li>STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.&nbsp;</li></ul><ul><li>CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.&nbsp;</li></ul><ul><li>SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.&nbsp;</li></ul><ul><li>TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.&nbsp;</li></ul><ul><li>PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.&nbsp;</li></ul><ul><li>WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you’re the most productive and successful. It’s what you do, not where you work, that matters.&nbsp;</li></ul><ul><li>MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.&nbsp;</li></ul>The starting hourly rate for this position is between $18.00 - $21.50 an hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. If you’re looking for the next opportunity in your career and want to work for a growing tech company, then apply now!This role will be accepting applications until December 9th, 2024 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.<a href="https://apply.workable.com/sinch/j/03E43A1736/apply/" rel="nofollow noreferrer noopener" class="external">Apply for this job</a>