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Posted over 1 year ago

Client Support Associate (Overnight) REMOTE: We require you to be eligible/authorized to work in the USA or Canada. Regrettably, for regulatory reasons, we cannot currently hire in NY, NJ, TX and WA. SUPPORT FULL-TIME MaxMind (www.maxmind.com) is looking for a talented Client Support Associate to join our team. We help protect thousands of companies worldwide from fraud, screening over a billion online transactions each year, and we provide IP intelligence data to thousands more. Our clients rely on us to keep their businesses running smoothly, and we want you to help! Position Overview Are you a night owl looking for a rewarding, remote work opportunity? Do you enjoy problem solving? Are you excited and intrigued by different types of technology? Can you Google your way to virtually any information you can think of? Do you pride yourself on your ability to communicate better than most, and do you especially love to communicate via text? If you’re ticking off boxes as you read, we absolutely want to hear from you. As a MaxMind Support Associate, you will play an integral role in helping our clients in their efforts to fight fraud and glean valuable insights into their users’ behavior. You’ll be right at the front lines, ensuring that all of their issues are resolved and their needs heard. This position requires you to approach your work with an inquisitive and independent mindset. There are no scripts to read from here at MaxMind. All of our customers receive authentic, case-by-case analysis from well-trained, well-informed associates. We provide the same type of customer service we like to receive ourselves. At this time, we are only considering candidates who are comfortable with working hours in the range of midnight through 11 AM Eastern Time. A temporary daytime schedule will be required during your training period. After that, this will be a standard 8 hour shift, on the same schedule each day, Monday through Friday. We recognize that there can be challenges to working overnights, so we’ll consider it a priority to ensure that you maintain your comfort and health while doing so. Responsibilities You don’t need to know how to do all of the things below when you join, but you should be willing and able to learn how to perform these and a variety of other important tasks. You’ll be trained and supported by others along the way. Our support team is a tight-knit group, and we’ll make sure you always have the resources you need to get things done properly. Direct communication with our business customers via email and live chat Careful and thorough troubleshooting of a wide variety of issues, both big and small; and triaging so you can notify our sysadmins in the event of something critical Complete immersion into all things MaxMind, specifically our full product suite: you’ll learn it all, inside and out Close monitoring and logging of bugs and other system issues in our internal project management tool Collaboration with engineering, and other teams: you’ll share knowledge, ask lots of questions, and advocate for our customers’ needs Maintenance and creation of FAQs and other much-needed content for our customer support center Maintenance and creation of support-related internal documentation Assistance, on an as-needed basis, with various data review and analysis projects Minimum Qualifications (You will know you are a strong candidate for this position if you have) Excellent communication skills, including the ability to type and write clearly and professionally Aptitude for, and interest in, computer and information technology, and learning new kinds of tech A natural inclination toward approaching things analytically Enthusiasm for problem-solving and troubleshooting Preference for, or at least comfort with, working late night and/or very early morning hours Preference for, or at least comfort with, working independently (often by yourself) Highly Desired (But not required) Previous work in tech, and especially any customer support role Professional OR personal experience with any computer programming languages Experience working with remote coworkers Bonus Skills (Also not required, just a nice to have) Fluency in any, or more than one of, the following languages: Spanish, Portuguese, German, Japanese, Chinese, Russian, French Working at MaxMind MaxMind is a casual, friendly, results-focused company of 40+ employees. About half of the company works remotely, so communication centers around video chat, group chat, and Agile planning tools. You will work remotely or out of our Waltham, MA, US office if you’re nearby. In addition to medical, dental, and vision coverage, we offer several other benefits in the US, including a 401k with employer contribution, Health Savings Account, Limited Purpose Flexible Spending Account, paid parental leave, and a public transit reimbursement. Everyone is eligible to participate in a company performance-based bonus plan. MaxMind offers a $2,000 professional development budget and five days for professional development annually. Our office is located near downtown Waltham, MA, outside of Boston, a five minute walk from the nearest commuter rail line and several express bus lines. MaxMind’s founder gladly donates over 60% of corporate profits to charities (https://www.maxmind.com/en/corporate-giving). Diversity and Inclusion We’re committed to diversity and inclusion and are mindful of incorporating them into all aspects of our company. New ideas and perspectives come from diverse ways of seeing and thinking. MaxMind is sensitive to all individuals and viewpoints and believes everyone’s contributions and opinions are valuable assets to our team. We hold regular diversity and inclusion meetings and conduct informative sessions on improving collaboration and communication. We value bringing individuals and different perspectives together within and across every department. We encourage and sincerely welcome applications from candidates of color, women, queer candidates, candidates with family caregiving responsibilities, transgender candidates, and from other communities not well represented in the tech world. If you have suggestions on how we may better promote or express our commitment to diversity and inclusion, we would love to hear from you. Please send your suggestions to hr@maxmind.com. Resumes without cover letters will not be considered. We want to know about you. Please also share any projects or accomplishments and include a link so we can learn more.