Customer Service Representative

Technical Support | Denver, CO, United States

This opportunity is with one of the Rightside key brands Name.com. a domain name registrar and hosting services company. We pride ourselves 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, Colo. 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 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!

As a part of working on a Customer Care team, there are a variety of full time (40 hours a week) shifts available but, as always, shift availability depends on business need. As our customer support team members are crucial for a great customer experience, regular, predictable attendance is required.

What you’ll do in this role

  • Technical troubleshooting will include issues with POP3, FTP, HTML and DNS
  • Client Care duties involve accounting discrepancies, client complaints and other unique situations
  • Maintain strong call control and handling techniques of both telephone calls and ticketing system
  • 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 and tickets combined)
  • 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 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

What we'd like to see in your experience

  • Minimum 1 year technical support or customer service experience in a customer-facing role required. Must have experience providing phone and email based customer support, preferably in the tech/software/internet space and in a call/support center
  • Excellent verbal and written communication is a must
  • Must have good problem solving/analytical skills in order to find solutions for customers
  • Has a history of handling upset clients with grace and care; ability to calm clients and seek win-win solutions
  • Must have a track record of regular, predictable attendance
  • Experience in Domain Name, Web Hosting, and/or ISP industry strongly preferred
  • DNS Troubleshooting experience preferred
  • Troubleshooting skills with email programs and various browsers preferred
  • Excellent time management and multitasking skills
  • Ability to gain insight into people and work situations and to evaluate them accurately
  • Website Development and/or coding abilities very beneficial (HTML/PHP/ASP)
  • Eager and willing to learn new technologies
  • Foreign language a plus: Spanish, French, or German helpful    
Education requirement
  • AA or BA/BS degree in IT/Technology, Communications or semi-related field or equivalent experience
Cool things to know about us
  • 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
Rightside is an equal opportunity employer