Retail Customer Support – Tier 2 Job in Australia at CentralNic –
Key outcomes of the role will include:
Provide technical support to customers via phone/email/chat relating to Domains/DNS/Registry/Transfers/Migrations.
KPIs and SLAs are met during your shift.
Escalate complex issues to Level 3 support.
Process requests on behalf of our customers to activate, update and make changes as requested by the customer.
Provide administrative support to enable customers to activate and use their products.
Work through email support tickets, calls and/or live chat.
Ensure that customer satisfaction is consistently maintained through timely and response to inquiries/calls.
Upsell products to the customer base.
Provide invoices/receipts for the services supplied to the customers, including currency conversion.
Ensure all activities comply with global compliance requirements, legal requirements, ethical standards and Company policies and procedures.
Liaise with other internal teams assisting with queries and emails.
Actively participate in your own professional development and training.
Experience and skills that you will need to exceed
Demonstrable experience in and have a passion for Customer Service.
Industry Knowledge would be ideal – Domains, DNS, Registry, Transfers, Migrations
Have prior knowledge of the ICANN policy would be ideal
Have a passion for customer service especially online with an excellent phone manner.
Have hosting Knowledge, specifically cPanel & WHM.
Have Domain Name Process Knowledge (ccTLDs, gTLDs & nTLDs).
Have Domain Name Admin and Policy Knowledge.
Have full understanding of DNS.
Understand the basic triage processes while dealing with Domain Names, DNS and Hosting.
Have exposure to Office 365
Bring strong technical skills.
Bring demonstrable experience in problem solving and having a logical approach to your work.
Successfully completed studies in computer science or a comparable qualification is ideal
What’s in it for you?
There are many reasons to come on board our team of talented professionals, but here are just a few…
We are collaborative, fair, consciously inclusive, and flexible
We trust, value, and support our people to make the difference
We believe that diversity of thought and experience provides the platform for innovation and creativity
We invest in the development of our people to drive our ambitions forward
We offer a range of benefits (including your choice of tech) and a competitive package
We offer a great work environment in an internationally successful enterprise in the online services industry
If you need assistance completing an application for a position with us or need us to make any reasonable adjustments, please reach out to our Recruiting Team at [email protected]
We are an ambitious company founded in 1996 and listed on the London Stock Exchange (CNIC), which is growing quickly through acquisition. We live and breathe our values and are committed to the growth of our business that we achieve through the growth and development of our people. We are successful because we recognise that our people are at the core of everything we do. Our mission is to enable the global economy to achieve its online aspirations.
As the developer and operator of software platforms, we provide web presence services to customers in over 180 countries. We are a leading provider of tools required to create websites, use email, and secure business online. Headquartered in London, the Group generates revenue and income from the worldwide sale of internet domain names and hosting on an annual subscription basis. CentralNic is also currently expanding its monetisation offering to acquire traffic and optimise online marketing activities.
About the Company
Company: CentralNic –
Company Location: Australia