Application Support Administrator

Sinch•San Antonio, TX

4h•$40,000 - $44,000•Remote

About The Position

Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey. At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation! We are in need of someone who has open availability for 5 days a week including 1 weekend day. Mailgun prides ourselves in providing world-class customer support on every customer interaction. Our primary job is to make our customers' lives easier by providing efficient, helpful and world-class support. As an Application Support Administrator, these should come easy for you. You will be working in a fast-paced environment on a daily basis that consistently brings new challenges and learning opportunities. Application Support Administrations should have: The ability to wow customers on every contact The ability to sound personable on all forms of communication (tickets, phones and chats) The ability to explain complex topics in a way that anyone could understand A Technical aptitude to consistently learn new technologies and adapt to our customers' needs (programming languages, new operating systems, APIs, etc.) A passion for technology and customer services Sinch is a global customer engagement platform that provides communication services for businesses across messaging, voice, and email. Sinch's services are used by more than 150,000 businesses, including many of the world's largest tech companies. Through strategic acquisitions and fast organic growth, Sinch has turned into an international powerhouse serving enterprises across the globe and handling over 700 billion engagements per year. In fact, independent analysts say we're a CPaaS leader!

Requirements

1+ year(s) of related experience
A basic understanding of email receipt and delivery (POP, IMAP, and SMTP)
Basic knowledge of concepts surrounding email composition, specifically MIME standards and formatting
Knowledge of email deliverability techniques such as IP and domain reputation, SPF/DKIM authentication, and spam filtering
Ability to execute commands in multiple programming languages
Working knowledge of REST APIs and how to integrate with customer solutions
Foundational understanding of Cloud Computing technologies. Familiarity with the various client and server operating system used by customers (Windows, Linux, Mac OSX)
Proactive sense of urgency with respect to customer service and communication
Strong organization, communication, learning, problem-solving, documentation, and follow-up skills
Ability to work with a physically distributed team and work a flexible schedule to cover shifts

Responsibilities

Handle level-appropriate customer support requests primarily via phone, tickets, and chat
Escalate support requests as necessary through the appropriate channels
Document all customer support phone calls/chats via the ticketing system
Create and maintain customer loyalty by serving customers above and beyond expectations
Foster a strong working relationship with other departments including but not limited to Sales, Operations and Support
Exercise good judgement and decision-making at all times in order to consistently deliver superior customer outcomes

Benefits

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.
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.
SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
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.
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.
WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.
MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume