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

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

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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

email receipt and deliveryPOPIMAPSMTPMIME standardsemail deliverability techniquesSPFDKIM authenticationREST APIsCloud Computing

Soft Skills

customer supportdecision-makingorganizationcommunicationproblem-solvingdocumentationfollow-upproactivesense of urgencyrelationship building