Sinch prides itself 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 Administrator I, these should come easy to you. You will be working in a fast-paced environment daily that consistently brings new challenges and learning opportunities. Do you have what it takes?

Application Administrator I should be able to:

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.)

Our Team

We believe in contributing back to the community. Many of the tools and libraries we’ve developed are open source (https://github.com/mailgun)! We move fast and don’t believe in having unnecessary silos and red tape that keep teams from shipping software. We have a passion for solving hard problems – our services are responsible for processing billions of messages each month and have to not only scale, but be highly reliable.

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
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
Exercises good judgment and decision-making at all times in order to consistently deliver superior customer outcomes
Ability to work with a physically distributed team and work a flexible schedule to cover shifts

Preferred

Email and deliverability knowledge
2+ years of experience in providing customer support via multiple social media channels