Remote Application Administrator I

Description:

• Sinch is seeking an Application Administrator I to provide world-class customer support and make customers' lives easier.
• The role involves working in a fast-paced environment with new challenges and learning opportunities daily.
• Responsibilities include wowing customers on every contact, sounding personable in all communications (tickets, phones, and chats), and explaining complex topics in an understandable manner.
• The candidate should consistently learn new technologies and adapt to customer needs, including programming languages, new operating systems, and APIs.
• The team values community contribution and has developed many open-source tools and libraries.
• The services provided by the team are responsible for processing billions of messages each month, requiring high reliability and scalability.

Requirements:

• A basic understanding of email receipt and delivery protocols such as POP, IMAP, and SMTP is required.
• Candidates should have basic knowledge of email composition concepts, specifically MIME standards and formatting.
• Knowledge of email deliverability techniques, including IP and domain reputation, SPF/DKIM authentication, and spam filtering, is necessary.
• The ability to execute commands in multiple programming languages is required.
• A working knowledge of REST APIs and how to integrate them with customer solutions is essential.
• Candidates should have a foundational understanding of Cloud Computing technologies and familiarity with various client and server operating systems (Windows, Linux, Mac OSX).
• A proactive sense of urgency regarding customer service and communication is expected.
• Strong organization, communication, learning, problem-solving, documentation, and follow-up skills are necessary.
• A passion for technology and customer service is essential.
• The role involves handling level-appropriate customer support requests primarily via phone, tickets, and chat, and escalating support requests as necessary.
• Candidates must document all customer support interactions via the ticketing system and create and maintain customer loyalty by exceeding expectations.
• A strong working relationship with other departments, including Sales, Operations, and Support, is important.
• Good judgment and decision-making skills are required to consistently deliver superior customer outcomes.
• The ability to work with a physically distributed team and maintain a flexible schedule to cover shifts is necessary.
• Preferred qualifications include email and deliverability knowledge and 2+ years of experience in providing customer support via multiple social media channels.

Benefits:

• Comprehensive market-competitive medical, dental, and vision plans are offered, along with a variety of supplemental plans, including access to telehealth for all participants.
• Free virtual counseling resources are available through a global Employee Assistance Program to support mental health.
• Roth and Pre-tax 401(k) options are provided, including an employer match for all participants to help secure their future.
• A generous paid time off program is available, promoting work-life balance and the importance of rest and rejuvenation.
• Paid parental leave and family planning support are offered to accommodate diverse family structures.
• Flexible remote work options allow employees to work from wherever they are most productive and successful.
• Employees can take paid time off to support a volunteer program of their choice, making a positive impact in their community.
• The starting hourly rate for this position ranges from $18.00 to $21.50, depending on various factors such as geography, skills, education, and experience.