Customer Support Representative
Job description
Customer Support Representative (Denver, CO)
This opportunity is with one of the Donuts Inc. key brands, Name.com, a domain name registrar and hosting services company. Name.com prides themselves on providing the best customer experience in our industry. We've got a casual, close-knit, team-oriented workplace filled with funny, intelligent, and dedicated people. We work and play in Denver, CO. We’re looking for someone to provide excellent customer service to our customers.
What this role is about
As a Customer Service Representative at Name.com, A Donuts Inc. 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 if chosen for this role
● Work whichever shift is needed at the time for the team and company. We are
currently hiring for a 5:30am 2pm Monday Friday shift for the next several
months. Later this year we will be expanding our hours and are looking to fill a
1am 930am (week days are TBD) that will be remotely working from home.Work efficiently and cohesively in a small team and fast-paced environment
Demonstrate a flexible and adaptable mindset during the steep initial learning curve
Respond to customers through written form using online support system
Maintain excellent verbal and written skills to effectively communicate with customers
Perform qualifying customer research for possible upsell opportunities via both phone and tickets
Keep 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 assisting with accounting discrepancies, customer complaints and inquiries, and troubleshooting
Maintain knowledgeable and efficient responses through telephone calls, chats and tickets
Ability to provide appropriate level of instructions to customers 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
Be punctual for assigned shift and company events
As we expand our coverage, your designated shift may likely be scheduled to accommodate our growing customer base overseas.
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, great attendance and punctuality
Excellent time management and multitasking skills with a consistent bias for action
Experience showing patience when assisting upset customers
Willingness to learn new technologies
Strong team player who collaborates well with others
Demonstrates diligence in following business processes
Strong drive for challenging the status quo to innovate and improve the customer experience and company products
Hard skills we would like to see
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
Helpful knowledge/experience, but not a prerequisite
Account Management, Customer onboarding and retention
Hosted Training or certification
Policy enforcement or development