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Tech Stack
Tools & technologiesDNS
About the role
Key responsibilities & impact- Respond promptly and accurately to client inquiries via chat, telephone, and email
- Help customers manage portfolios of domain names and digital assets to protect and secure global internet brands
- Build and maintain client relationships by understanding each client's unique needs
- Troubleshoot and resolve requests and inquiries related to domain names, DNS, digital certificates, digital brand management, billing, and technical problems
- Escalate unresolved or complex issues to appropriate teams and ensure timely follow-up and resolution
- Develop and maintain in-depth knowledge of services, industry changes, and new product offerings
- Assist DBS teams with client brand launches and projects, problem-solving, and troubleshooting
- Meet or exceed client service performance metrics, including Net Promoter Score results
Requirements
What you’ll need- Experience working in a customer-centric environment, industry and/or role
- Effective written and verbal communication skills
- Ability to think critically and be solution oriented
- Strong Microsoft Office skills including MS Excel, Word, and Outlook
- Ability to learn, adapt to, and discuss new technology
- Tenacity and agility to balance varying priorities and inquiries from internal and external customers
- Ability to work independently, as well as on a team
- Proven organizational skills with the ability to prioritize work under pressure in a fast-paced environment
- Previous experience of producing quality results with high attention to detail
- Ability to be direct, open, and honest when communicating with clients and co-workers
- Bilingual skills are a plus
Benefits
Comp & perks- Competitive benefits and incentives
- Professional, engaging, and comprehensive training
- On-the-job training
- On-team mentor during onboarding
- Collaborative team environment
- Supportive leaders committed to professional development and growth
- Complimentary access to Open Sesame
- Monthly job-related recurrent training
- Hybrid work schedule
- Annual success-sharing bonuses or commission plans based on individual performance
- Annual leave
- Tuition reimbursement
- Referral bonuses
- Support for colleagues with disabilities
- Global career opportunities