Website CentralNic
IT- Customer Support
We are looking for a colleague to strengthen our second level support team for our German and English speaking customer base at the earliest possible time. This is not a call centre activity.
The position is ideally to be filled in either Germany or the UK.
Key outcomes of the role
- Technical customer support via chat, email, ticket system and phone
- Handle customer enquiries about our products and services, including domain names, DNS, SSLs, hosting (cPanel, WHM & VPS), email, Office 365, G-Suite
- Close collaboration with our developer teams to coordinate and forward 3rd Level Support Enquiries
- Maintain and supplement our publicly available FAQ/guide on our documentation platform
About you
- Sound general IT knowledge (including Office 365) is a prerequisite
- You also have hosting skills, in particular cPanel & WHM and knowledge of the domain industry
- You already know about domain name processes (ccTLDs, gTLDs & nTLDs), domain name management and policies
- You have already gained experience working with a ticket system (1st or 2nd Level Support)
- Experience in dealing with the basic triage processes to domain names, DNS and hosting are also desirable, but not mandatory
- Fluent in German and English language skills both written and verbal
- The ability and motivation to work on your own initiative, adhering to schedule and job requirements
- Demonstrable experience in and have a passion for Customer Service
- The appetite to work in a fast-paced environment
- A self-starter personality and have the ability to deal with ambiguity and difficult situations
- A curious nature, the ability to research and ask questions to understand our products quickly
- A result and target driven mindset while using a logical approach to your work
- The hunger to work as a real team player and collaborate with the wider team
- Excellent communication skills, both oral and written
- Exceptional organisational skills and attention to detail
- To think creatively, always thinking “how can we”
- A strong desire to succeed and make a difference
To apply for this job please visit careers.centralnicgroup.com.
IT- Customer Support at CentralNic
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