Job Description

Technical Support and Email Delivery Specialist

Primary Purpose of Position:

• This is a position in the company requiring a highly motivated individual with strong customer relationship skills, a hands-on analytical and technical focus, detail orientation, and a customer first philosophy. Must be a creative problem solver with strong analytical and reporting skills and a sense of diplomacy when contacting customers and vendors to solve challenging issues.

Essential Functions:

• Provide front line technical support and email message delivery and product support to customers
• Ensure an excellent customer experience
• Work with customers in troubleshooting Tier-1 level product and services issues over the phone, by email or web chat
• Manage FBL (Feedback Loop), and ISP (Internet Service Provider) escalations
• Resolve ACD (Abuse, Compliance, Delivery) issues with customers and ISPs in a highly professional manner
• Manage relationships with vendors and related business partners
• Identify problem accounts, recommend actions needed and execute final action items

Requirements and Qualifications:

• BS degree in a technical or analytical field, or equivalent
• Customer service or technical support experience
• Sound knowledge and understanding of the internet, Web based services, e-mail, domain names, e-commerce and Internet related business topics
• Some knowledge of web sites, HTML, CSS, graphics, WordPress, and related web site protocols

Ideal Candidates Will Have Some Knowledge Of:

• Experience with email marketing and email compliance, and delivery at an ESP (Email Service Provider)
• Experience managing medium to large volume email senders and interacting with large email providers preferred
• Knowledge of scripting, programming, SQL
• Knowledge of feedback loops, spamtraps and Blacklists
• Experience parsing MTA (Message Transfer Agent) logs
• Use of email Analysis tools such as Return Path, 250ok, Lashback and SNDS
• A background in mathematics, analytics, or statistics

To apply, send an email to careers@netatlantic.com with "Technical Support and Email Delivery Specialist" in the subject line. Attach your resume in Word or PDF format (or similar) and include a brief letter explaining your interest in the position in the body of your email as well as your salary requirements. No phone calls, please!

Net Atlantic is an Equal Opportunity Employer.

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