Technical Support Representative

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Overall Goals
Provide technical troubleshooting and account assistance to both retail and reseller customers.
Offer quality service and personal attention to provide a pleasant customer service experience.
Encourage repeat business and services by taking every opportunity to up sell product and services.
Responsibilities
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.
Requirements:
Minimum 2 years technical support or customer service experience in a call center environment.
Excellent telephone and written correspondence required.
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 problem solving, communication, interpersonal and organizational skills.
Strong work ethics which include great attendance and punctuality.
Excellent time management and multitasking skills.
Ability to gain insight into people and work situations and to evaluate them accurately.
Patience when dealing with upset customers.
Sales experience with the ability to promote and up sell multiple product and services.
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.
We are an equal opportunity employer M/F.

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