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Technical Client Service Representative
CSCTechnical Client Service Representative supporting global clients in technology services. Acting as primary point of contact for clients needing assistance with internet products and services.
Tech Stack
Tools & technologiesDNS
About the role
Key responsibilities & impact- Client Support: Respond promptly and accurately to client inquiries via multiple communication channels such as chat, telephone, and email. Help customers manage a portfolio of domain names and digital assets to help protect and secure our clients' global internet brands.
- Client Relationships: Build and maintain client relationships by understanding the unique needs of each client.
- Issue Resolution: Troubleshoot and resolve customer order requests and enquiries related to domain names, DNS, digital certificates, digital brand management, billing inquiries, and technical problems. Ensure timely and efficient resolutions to maintain customer satisfaction.
- Escalation Management: Identify and escalate unresolved or complex issues to the appropriate teams, ensuring follow-up and resolution in a timely manner.
- Product Knowledge: Be a trusted partner for your clients by developing and maintaining and in-depth understanding of our services, and to communicate industry changes. and new product offerings.
- Team Collaboration: Assist other teams within DBS with client brand launches and projects, problem-solving, and troubleshooting as needed.
- Performance: Understand and strive to meet or exceed metrics that are designed to help us achieve our industry leading client service support as evidenced by our world-class Net Promoter Score (NPS) results.
Requirements
What you’ll need- Experience working in a customer-centric environment, industry and/or role
- Technical Proficiency & Agility
- Effective written and verbal communication skills
- Ability to think critically and be solution oriented
- Strong Microsoft Office skills including MS Excel, Word, and Outlook
- Ability to learn, adapt to, and discuss new technology
- Tenacity and agility to balance varying priorities and inquiries from internal and external customers
- Ability to work independently, as well as on a team
- Proven organizational skills with the ability to prioritize work under pressure in a fast-paced environment
- Previous experience of producing quality results with high attention to detail
- Ability to be direct, open, and honest when communicating with clients and co-workers
- Bilingual skills are a plus
Benefits
Comp & perks- Professional, engaging, and comprehensive training to introduce our business and the industry, supplemented with on-the-job training
- An on-team mentor to provide additional day to day support during your onboarding
- Collaborative team environment
- Supportive leaders committed to your professional development and growth
- Complimentary access to Open Sesame, monthly job-related recurrent training, and more
- Flexibility for our employees by offering a hybrid work schedule
- A clear vision, mission and values centered around our promise to provide world-class service to our clients
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
DNSdigital certificatesdigital brand managementbilling inquiriestechnical problem solvingMicrosoft OfficeMS ExcelMS WordMS Outlookcustomer-centric experience
Soft Skills
effective communicationcritical thinkingsolution orientedtenacityagilityindependent workteam collaborationorganizational skillsattention to detaildirect communication