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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
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.
This is a full time remote position. Working hours are 8am through 4pm Atlantic Time (7am-3pm Eastern), Monday through Friday, with limited rotating weekend coverage. A temporary schedule during our regular Eastern Time business hours will be required for training. We welcome candidates to apply from anywhere in Canada. You must be eligible/authorized to work in Canada.
Our salary range for our Client Support Associates role begins at 60k CAD, with specific offers dependent upon skills and experience. See more about benefits and compensation below.
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.
Minimum Qualifications
- 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 independently
- Ability to work 8am through 4pm Atlantic Time (7am-3pm Eastern)
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
Working at MaxMind
Our culture is very important to us. We’re friendly, collaborative, and work-focused. We don’t like office politics and unnecessary stress. We like to have productive workdays and don’t like work to chase us when we’re done for the day. We maintain a set of core, overlapping hours, and are understanding about appointments and life events. We care about helping each other succeed.
In a recent survey, employees listed having a supportive work culture, good co-workers, involvement in interesting work, autonomy, and feeling trusted, valued, and respected as some of the things they liked most about working here.
MaxMind has a social mission. MaxMind donates over 60% of profits to charities.
MaxMind’s compensation strives to reward getting stuff done, quality of work, and working well with others.
We are a fully remote company, so communication centers around video chat, and direct and group messaging tools.
Benefits
In addition to competitive compensation, our Canadian benefits include medical, dental, vision, life, accidental death and dismemberment, critical Illness, short and long term disability insurance, Employee and Family Assistance Program, and paid parental leave. You also have access to a group Retirement Savings Plan. In lieu of a Canadian RRSP contribution we provide a bonus payout at the end of each year that employees may decide to use toward retirement savings.
Everyone participates in a company performance-based bonus plan. MaxMind offers a $2,000 USD professional development budget and five days for professional development annually.
Diversity and Inclusion
We’re committed to diversity and inclusion and are mindful of incorporating them into all aspects of our company.
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.
See our complete diversity and inclusion statement – https://www.maxmind.com/en/company/working-at-maxmind.
Our Interview Process
One of the first steps in our interviewing process is a homework assignment, and we will ask you for a submission so we can gain insight into your work. The following step of our interview process would be a first round interview with our hiring manager and a member of the support team. This interview will cover questions specific to the role. Next, there would be a final interview with our COO and HR Manager. That interview would be a more general / behavioral interview. The final step of our hiring process is reference checking.
Being a Successful Candidate (Cover Letter and Resume)
Your application should include a cover letter that describes your interest in MaxMind and why you would be a good fit for the advertised role. Review your cover letter and resume for any grammatical errors. Communication should be clear and accurate.
If desired, share any relevant projects or accomplishments so we can learn more about you.
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