Technical Support

Serves as the first point of contact for technical support related to web site domain names and associated email boxes. Monitor a public email box and route messages to the appropriate persons or departments. Respond to messages related to domains and email. Assist customers with annual domain renewals and transferring custom domains between registration providers. Educate customers on the use of online email setup tools and web-based email clients, as well as the setup of third party email clients such as MS Outlook, Outlook Express, Netscape Messenger, and Mac OS X. Handle tech support related calls transferred from various internal customers. Research and resolve site visibility/usage issues. Generate reports as needed. Search engine questions/issues. Assist Tier 2 Tech Support person. Stay abreast of current events relating to domains, including misleading marketing practices utilized by other domain registration and web hosting companies.

SKILLS:

MANDATORY SKILL/EXPERIENCE/EDUCATION:
Demonstrated experience working with Domain registrars
CMS, Website building platforms, and Salesforce
Cisco telephony systems
Knowledge of traditional and digital media and the competitive landscape.
Strong analytical, strategic, and organizational skills.
Fluent in production and process optimization techniques to deliver the best user experiences in the most technically efficient manner.
Experience working in a Service Desk environment desirable
Experience in providing a high level of IT Customer Service
Excellent written and verbal communication skills
Ability to communicate complex issues in a simple manner