Application Administrator I - 3rd Shift Weekends

Mailgun - Remote

We are in need of someone who has open availability from Friday-Tuesday, 12am-9am.

Mailgun prides ourselves in providing world-class customer support on every customer interaction. Our primary job is to make our customer's lives easier by providing efficient, helpful and world-class support. As an Application Support Administrator these should come easy to you. You will be working in a fast-paced environment on a daily basis that consistently brings new challenges and learning opportunities.


Application Support Administrators should have:

  • The ability to wow customers on every contact
  • The ability to sound personable on all forms of communication (tickets, phones, and chats)
  • The ability to explain complex topics in a way that anyone could understand
  • A technical aptitude to consistently learn new technologies and adapt to our customers needs (programming languages, new operating systems, APIs, etc.)
  • A passion for technology and customer service

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.

Knowledge/Skills/Ability

  • 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
  • Ability to work with a physically distributed team and work a flexible schedule to cover shifts

Responsibilities

  • 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

Requirements

  • High school diploma or equivalent required
  • 2+ years of customer service via phone, chat, and ticket support

Preferred

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

Benefits

  • 5+ weeks PTO (treat yo’ self)
  • 8 paid holidays
  • 100% Dental, Medical, and Vision coverage for employees
  • Life insurance
  • Weston Centre Member Card for exclusive restaurant & hotel discounts in San Antonio
  • On-site gym at San Antonio office
  • Exclusive Gold's Gym membership discounts
  • 12 weeks paid Maternity Leave for birth mothers
  • 4 weeks paid Parental Leave for parents, including through adoption or foster care
  • 401k with employer match
  • 24/7 parking for downtown San Antonio office
  • Limitless supply of TopoChico
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