This new work-from-home job pays you $230-$307/day to answer emails!

Customer Support Specialist at DNSimple

DNSimple provides a comprehensive API and web interface for domain management automation to customers around the world.

What you'll do:

  • Improve overall customer support processes and document them effectively, allowing all team members to provide consistent support to all customers.
  • Understand problems at a high level to triage accurately, more specifically:Prioritize identified systems problems based on the level of impact on customer happiness (how often they occur, how significant the impact is).
  • Verify that support requests are distributed across all team members over time.
  • Ensure that support issues don’t stay unanswered in our system
  • Identify system problems that should be addressed through research & development based on incoming support requests and document those issues so that they can be assigned to team members for design and implementation.
  • Gain an understanding of DNSimple’s systems to help provide high-quality support for requests that are assigned to you.
  • Manage and maintain internal and public support documentation to be used when responding to support requests.
  • Be an inspiring and supportive teammate by providing feedback, idea generation, teaching, and learning.

Requirements

  • You have experience working on a distributed team.
  • You have 3+ years experience working in customer support.
  • You have experience working with a technical product and have worked closely with developers.
  • You are have experience breaking down technical information and explaining it more simply to customers.
  • You have excellent English writing and comprehension
  • You are in, or can work in, the US time zones
  • You have experience with DNS.
  • You’ve worked for a SaaS company.
  • You love to troubleshoot.
  • You’re detail oriented and able to analyze what the customer is actually asking to ensure the best person answers the ticket.
  • You are upbeat and will be empathetic to customers.
  • You’re eager to brainstorm new ways to connect with customers
  • You love to take on a challenge and learn new things. DNSimple is a complex product in an ever-evolving space and the work is challenging – but also deeply rewarding.

Compensation/Benefits

  • Salary range: $60,000 – $80,000 USD depending on experience
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Work From Home
  • Company Meet Ups

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