What this role is about

As a Customer Service Representative at Name.com, A Rightside business, you will be delivering world-class customer service to our awesome customers. We are always looking for the best people in the industry to focus on our customers’ needs and achieve our high customer satisfaction goals. 

Customer Service Representatives are responsible for assisting customers on a wide range of topics including payments and billing, product features, and technical support. Representatives are dedicated to resolving customer’s inquiries accurately and efficiently, which ensures customers are 100% satisfied with our products and services they have chosen. We have a fun and energetic workplace, and look forward to seeing what you can add to that!

What you’ll do in this role

• Responding to customers through written form using on-line support system
• Maintain excellent verbal and written skills to effectively communicate with clients
• Perform qualifying customer research for possible up sell opportunities via both phone and ticketsKeep up to date by accessing internal development sites and reading internal emails
• Reproduce and report all system issues using internal bug tracking software
• Daily customer follow-up to tickets and emails
• Respond promptly to customer inquiries
• Record details of customer service actions taken in internal log system
• Customer Care duties include resolving accounting discrepancies, client complaints and helping customers troubleshoot and resolve their concerns and answer their questions
• Maintain knowledgeable and efficient response, control and handling of telephone calls, chats and tickets
• Ability to provide appropriate level of instructions to clients with limited technical knowledge
• Meet expected minimum metrics of 65 new contacts per shift (telephone calls, chats and tickets combined)
• Technical troubleshooting will include issues such as POP3, FTP, HTML and DNS

What we’d like to see in your experience

• Minimum 1 year of technical support or customer service experience in a customer-facing role required, providing either retail, phone, email or chat customer support
• Excellent telephone and written correspondence required
• Excellent problem solving, communication, interpersonal and organizational skills
• Strong work ethic, which includes great attendance and punctuality
• Excellent time management and multitasking skills with a consistent bias for action
• Ability to gain insight into people and work situations, evaluate the facts accurately and demonstrate strong follow through to resolution
• Experience showing patience when assisting upset customers
• Demonstration of being eager and willing to learn new technologies
• Took progressive career path in prior similar customer service-related roles
• Strong team player who collaborates well with others
• Demonstrates diligence in following business processes, and also shows a strong drive for challenging the status quo to innovate and improve the customer experience and company products

Helpful knowledge/experience, but not a prerequisite

• Troubleshooting skills with email programs and various browsers
• Website development and coding (e.g., HTML/PHP/ASP)
• Domain Name, Web Hosting, ISP industry
• DNS troubleshooting 

• We are a publicly traded (Nasdaq: NAME) company with offices in Kirkland, Denver, Austin, and Dublin
• We are high-tech casual, entrepreneurial, dog-friendly, and a bit on the quirky side
• We have a fully stocked kitchen, kegerator, a Wii (which gets pretty competitive) and throw cool events for our team throughout the year. We love having fun when the work is done
• We offer a competitive compensation package that includes bonus eligibility, restricted stock units, medical/dental/vision coverage, 401(k) matching, and up to 3 weeks’ vacation your first year plus 1 week sick leave and paid holidays