Technical Support Representative - Level 3

A Technical Support Representative, S3 (TSR3), is tasked with providing technical support for Name.com's product line and registration services for its supported domain extensions. Additionally, provide critical thinking solutions and feedback for optimizing internal processes while achieving the primary goal of closing out complex cases. Not only is a TSR3 a reliable point of contact for the Support department and a skilled resolution expert for our customers, but they also operate as a Support point of contact for all Name.com teams.

Pillars

Domain Operations: Provides essential technical and customer support for customer domain requests in a timely manner. Examples may include, but not limited to: how to register and renew domains, restoring domains from redemption, troubleshooting DNS/nameserver connection, assisting with transferring domains, assisting with specific requests at the registry level, completing daily household cleanup lists, etc.

Product Offerings: Provides essential technical and customer support for product requests in a timely manner. Offers multiple products for each of the following categories: website building, email, security, etc.

Resources: Identifies and creates/updates external Knowledge Base resources for our customers as well as internal resourcing for our new and existing teammates. Identifies and creates/updates macros for consistent answer efficiency. Identifies and performs regular training for new and existing teammates on specialized topics.

Customer Care: troubleshoot current sales and promotions for our customers, assists with API requests and premium domains, assists with high-level profile customer accounts with extra care and attention, and conducts with a professional demeanor with customer support requests over social media in a timely fashion.

Compliance and Fraud: Performs investigative work on customer accounts to assist in making sound judgment decisions to remain compliant and identify negative activity.

• Responds promptly and effectively to customers through email, chat, social media, and phone through Name.com's customer response management (CRM)
• Provides outstanding customer care with technical proficiency, assisting with billing discrepancies, leveraging security protocols when appropriate, validating identity verification and inquiries, and assisting with domain registration troubleshooting.
• Utilizes institutional knowledge to efficiently respond to customers through telephone calls, chats, and tickets. Reproduce, report and follow up on technical issues using internal bug tracking software.
• Utilizes strong judgment when issuing refunds and restorations, intending to satisfy customer requests to the best of their ability, escalating when appropriate.
• Utilizes mastery to assist in training junior team members in all subject matters that make up Name.com supports knowledge base. Follow through to completion.
• Records details of customer interactions as needed through Name.com's CRM to give relevant context for future interactions.
• Utilizes policy and security protocols outlined by our Legal and Systems department to ensure compliance.
• Maintains excellent customer satisfaction.
• Communicates with customers utilizing excellent verbal and written skills to ensure questions and/or requests are completed effectively.
• Meets team required metrics of 50+ new contacts per shift (telephone calls, chats, and tickets combined). Additional metrics may be defined.
• Meets team required metrics of an f 65 new contacts per shift (telephone calls, chats, and tickets combined). Additional metrics may be defined.
• Provides technical troubleshooting, including POP3, FTP, HTML, and DNS issues.
• Maintains regular attendance including being at work, being on time to work and working full shifts. Proactively communicates and coordinates time off whenever possible.
• Other duties as assigned.

• Minimum of 1 year of domain name, web hosting, and ISP industry and one year within a SAAS organization.
• Advanced troubleshooting skills with DNS, email programs, hosting, and various browsers.
• Excellent verbal and written communication skills with a solutions-based approach and a high degree of patience and empathy.
• Solve problems with limited information and/or proactively seek the information.
• Website development, support, and coding (e.g., HTML/PHP/ASP) are a plus.
• Ability to work overtime as required.