Fluent-English Support Agent for Saas in Email Industry

We have a full-time technical support position available, providing a fantastic opportunity to get involved in the Saas (software as a service) industry. This job is for a fluent English speaker only. The nature of the work involves detailed English writing and communications with other English speakers. In your application, please include a brief introduction to yourself or a cover letter.

As this job is working from home, you can work from any location within Eastern US timezones. This position would be a good fit for someone in South America or Mexico.

We're looking for someone with great (written) people skills and the ability to work from home in a quiet environment.

You'll be responsible for:

• Providing email delivery support to over 35,000 businesses. Support is primarily conducted within Zendesk, online chat, and occasionally via phone call. Other tools used include Slack and Asana.
• Working with around 15 other members of our support team, and multiple other staff spread across the world, including Australia, New Zealand, the UK, Spain, Italy, Colombia, Chile, and the USA.

You'll need:

• Excellent written English and a friendly manner in writing. You should be able to build a rapport with customers via email.
• Experience entering DNS settings into a domain registrar's interface, and using a webhost.
• Experience setting up software to use an SMTP service or email service provider is beneficial.
• Common sense and an ability to "read between the lines" to understand what customers are concerned about.
• Empathy and patience to deal with customers with different backgrounds and levels of technical ability. You'll be clear, patient and pleasant.
• Meticulous attention to detail. Your spelling and grammar should be excellent.
• The ability to learn new software and systems. You'll be working with our customer support software and content management system, so it's good if you're a quick learner and not fazed by learning new tools.
• A good general knowledge of technology. You should be a regular internet user with a good internet connection.

Neat things about working with us:

• Work from home (see more of your family!)
• Optional meet ups with your colleagues at fun international events such as Web Summit.
• Relaxed, ego-free, family-friendly work culture.

Work on some public holidays is required, but not the same holidays every year.
Job Type: Full-time
Work Location: Remote