Application Administrator I

Summary

Join Sinch as an Application Administrator I and contribute to providing world-class customer support by efficiently helping customers with their inquiries, learning new technologies, and adapting to changing needs.

Requirements

• 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 a customer solution
• 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
• A passion for technology and customer service
• Ability to work with a physically distributed team and work a flexible schedule to cover shifts

Responsibilities

• Wow customers on every contact
• Sound personable on all forms of communication (tickets, phones, and chats)
• Explain complex topics in a way that anyone could understand
• Consistently learn new technologies and adapt to our customers needs (programming languages, new operating systems, APIs, etc.)
• Handles level-appropriate customer support requests primarily via phone, tickets, and chat
• Escalates support requests as necessary through the appropriate channels
• Documents all customer support phone calls/chats via the ticketing system
• Creates and maintains customer loyalty by serving customers above and beyond expectations
• Fosters a strong working relationship with other departments including but not limited to Sales, Operations and Support

Benefits

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans
• CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program
• 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
• 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’re the most productive and successful
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice