Customer Support Representative

Description

SocketLabs is seeking a Customer Support Representative. In this position you will provide first level support for our On Demand Email customers to ensure a positive experience.

Responsibilities

  • Represent SocketLabs with a positive attitude to ensure an excellent Customer experience.
  • Handle customer questions and concerns through phone, chat and tickets.
  • Consult with customers to provide guidance and education on the platform, email authentication, and best practices.
  • Investigate and relay information and guidance for questions and concerns related to delivery.
  • Help identify customer pain points to recommend improvements to process and product.
  • Collaborate with internal teams to seek resolution for more technical cases.
  • Own cases from submission to resolution.
  • Review new account signups to determine sender quality and adherence to our AUP.

Requirements & Qualifications

  • Interest in learning new technical concepts with a problem-solving mindset.
  • Preferred familiarity with: Office365, ticketing systems, Microsoft Teams or similar applications.
  • Ability to multi-task and prioritize.
  • Proactive with a sense of urgency.
  • Comfortable communicating with customers via phone, chat and tickets.
  • Flexible with the ability to adapt to an ever-changing environment and take on additional responsibilities.
  • Experience troubleshooting technical issue required.
  • SAAS support experience a plus.
  • Remote work environment experience a plus.

More Information

Job Type: Full-time 

Benefits: 

  • 401(k) 
  • Dental insurance 
  • Flexible schedule 
  • Health insurance 
  • Paid time off 
  • Email nerd swag 

Education: Bachelor’s or equivalent experience (Preferred) 

Work Location: Fully Remote 

How to Apply

SocketLabs is committed to creating the most positive team environment possible, fueled by an employee-empowered, transparent, highly collaborative culture. We aim to provide our customers with the top product and service available.

To apply, please submit your resume to [email protected].