[Remote] Application Support Administrator

Note: The job is a remote job and is open to candidates in USA. Sinch is pioneering the way the world communicates, providing businesses with tools for customer communication through mobile messaging, voice, and email. The Application Support Administrator will handle customer support requests, document interactions, and foster relationships with other departments to ensure superior customer outcomes.

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

Skills

• 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

Benefits

• We offer comprehensive market competitive medical, dental, and vision plans.
• Take advantage of our free virtual counseling resources through our global Employee Assistance Program.
• Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• Enjoy a generous paid time off program.
• We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• Our flexible remote work offerings allow you to work wherever you are the most productive and successful.
• Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

Company Overview