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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. 

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