Technical Support Analyst

Description

SocketLabs is seeking a technically savvy individual to join our team as a Technical Support Analyst.  In this position, you will begin with providing first level technical support for our On-Demand email delivery platform and evolve into a trusted resource to troubleshoot our more technical system questions. 

Responsibilities

• Become a SocketLabs platform expert to represent SocketLabs and ensure an excellent Customer experience while handling 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 message delivery. Including reviewing log files and troubleshooting SMTP communications.
• 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. 
• Platform gatekeeper that reviews new account signups to determine sender quality and adherence to our AUP. 
• Work cross-functionally with our Compliance, Deliverability and Infrastructure team to troubleshoot customer issues and grow your expertise. 

Requirements & Qualifications

• Interest in learning new technical concepts with a problem-solving mindset. 
• Preferred familiarity with: Office365, HubSpot, 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 issues required. 
• SAAS support experience a plus. 
• Experience with APIs a plus.
• Remote work environment experience a plus. 

More Information

Job Type: Full-time 

Benefits: 

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

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.