Tucows is hiring for a bunch of easy work from home customer support jobs right now!
Here's an example:
Customer Advisor – Exact Hosting at Tucows
About the role
Customer Service Advisors at Tucows are the first and only point of contact for our customers.
Our focus is on customer service. That means talking on the phone with customers for hours on end, the continual pressure that comes from the non-stop flow of questions. We seek out individuals who understand and embrace this, and we’ve built a team of Customer Service Careerists who thrive in these conditions.
Our customers are resellers of our domains, hosted email, and website security products. These customers range from small businesses who use our reseller interface to host their customers’ domains to large corporations who integrate with our backend systems. These customers will come to us for support every step of the way! For example, their customers may need help navigating issues with their customers' email not sending/receiving, billing issues, help integrating with our API, configuring SSL certificates, as well as understanding all of the variances with different domain extensions (such as .com and .ca).
We love to delight our customers and will help see all of their support inquiries through to resolution each time.
What you'll be doing:
- Provide direct assistance to our customers (external and internal) and work with them to resolve their concerns via Voice, Email and Chat.
- Own each help request, treating each customer with the utmost care, realness, integrity and timeliness.
- Document relevant details to help customers and your colleagues with future requests.
- Search our knowledgebase, training materials and rely on the experience of colleagues, seniors and managers to seek solutions.
- Raise widespread issues or patterns through defined channels.
- Tailor your communications to match your customers' skill level and conversational style.
- Assist Customers on a broad spectrum of website troubleshooting, Linux system administration, WordPress, and email setup/troubleshooting.
What you'll bring:
- This is a fast-paced and customer-centric role – you will need to show persistence, calm and control under sometimes stressful conditions
- You are highly organized, quality-minded and able to focus on detail.
- Our most successful Advisors are warm, friendly, upbeat, put a premium on communication, establishing rapport with our customers and other employees and prize helping other people.
- You understand our customer’s needs and make sure that they have the services that fit for them – whether for existing or potential customers.
- You can collaborate and share, not only with your peers but with everyone you work with.
- You aren’t afraid to ask questions when you don't know or don't understand and you have the ability integrating those answers into a growing understanding of the technical environments your customers work in.
- You have strong critical thinking skills and an ability to quickly resolve issues based on experience and information provided while maintaining a positive customer experience.
- You have a good understanding of Inter-networking including switches, routers, servers, cables, racks, Firewalls, LAN, WAN, TCP/IP, DNS, latency, etc.
- You have working knowledge of Linux.
- You must have experience working in the web hosting industry and experience with cPanel.
- You have an understanding of server hardware, setups, and common hosting services.
- You must have an understanding of DNS, SSL, SMTP, IMAP, POP, and HTML.
Nice to have:
- Experience with WHMCS would be a plus
- Ability to flex your working hours depending on need – we are a 24×7 Support Team