Customer Support Technician

MailChimp is the world's leading email marketing service. More than 10 million people and businesses use MailChimp to design and send 1 billion emails a day. We empower small businesses with a suite of powerful and easy-to-use email, marketing automation, and analytics tools that integrate with hundreds of popular applications and services.

MailChimp’s Customer Support team works around the clock to help users across the globe via chat and email support. Our customer support team is home to super kick-ass and slightly weird people, and we’re looking to grow their ranks. We need sharp, driven individuals with excellent communications skills and high empathy. Tech-savviness is great, but more important is a strong desire to serve users and a willingness to learn all the ins and outs of the MailChimp app.

* Efficiently and effectively answer users’ software and technical questions * Perform root cause analysis and determine appropriate course of action * Contribute to MailChimp’s Knowledge Base via technical and process support documentation * Identify trends in users’ issues with the app and communicate them to supervisor * Partner with Support team members on strategic projects as needed

* 1 or more years experience in technical support and/or customer service * General curiosity about how and why things work the way they do * Ability to quickly learn and articulate technical concepts * Ability to empathize with users and convey confidence through written interactions * Well-versed in chat and email etiquette, with a fine-tuned attention to detail * Ability to multitask and handle multiple support tickets at once