AddressSummary / Objective:
The Senior Technical Support Analyst is responsible for ensuring that the Technical Support team resolves customer issues in a timely manner while providing the best possible customer experience. Under minimal supervision, provides user support, general problem analysis and resolution, technical assistance, and training for registry services. Acts as Subject Matter Expert and represents Technical Support in related projects, including producing documentation, and TS-affecting / related projects. May lead or guide the work of others.
This position is part of a Mon-Fri team with coverage between 8am - 8pm, this role will work a rotating shift during these hours.
This position reports to the Manager, Customer Care.
What You'll Do:
- Provide customer support for our domain name registries and managed DNS customers.
- Promptly resolves application/system problems including determining the root cause of the problem through to an appropriate solution.
- Provides mentoring, training, and support to the Associates' Tech Support team and external team if required.
- Keeps customers apprised of the work effort being conducted to resolve their issues within our service level agreements.
- Routinely review open tickets, assign follow ups, work to solve complex tickets.
- Actively contributes to a growing knowledge base that improves the effectiveness of the team and the information available to our customers (Kipwise Knowledge Base/Confluence).
- Consults with appropriate members of the IT and/or Development team in order to resolve customer issues.
- Acts as a point of escalation for other Technical Support Analysts.
- Supports the handling of bulk transfer requests.
- Supports the management of customer mailing lists and notices.
- Acts as a lead on Technical Support internal projects as needed.
- Helps onboard new hires with training, support, and acts as a day to day point of contact.
- Escalates to Team Leaders and/or Customer Support Manager when appropriate.
- Prepares customer and management reports as required.
- Represents and provides input from Technical Support in projects as assigned.
- Other duties as assigned.
Who You Are / What You Bring:
- 3+ years of experience in a Technical/Customer Support environment.
- University degree or college diploma in Computer Science, Telecommunications, Engineering, OR equivalent work experience.
- Demonstrated ability to research and resolve problems using a variety of resources and tools.
- An understanding of internet-based applications, domains, and web hosting.
- Knowledge of domain name services (DNS).
- Experience in working with ticketing systems and knowledge bases.
- Experience with the following would be an asset:
- Linux/BASH
- TCP/IP
- SSL
- EPP Protocol, XML, or other markup languages
- SQL, PostgreSQL
- Java Applications
- Open Office or Microsoft Office
- Salesforce or JIRA
A few things to know about us
Identity Digital is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, gender identity, disability or any other category prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities, and termination.
Accommodation Statement
We are committed to the full inclusion of all qualified individuals. As part of this commitment, Identity Digital will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Recruiting Team at careers@identity.digital.
