Customer Success Representative
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You Are:
- A customer-first problem solver who enjoys helping people and making technical concepts easy to understand. Youʼre patient, resourceful, and calm under pressure, with the ability to multitask and stay organized in a fast-paced environment. You take ownership of issues and are motivated by delivering great customer experiences.
You Have:
- Comfort working with technical concepts like networking, DNS, or device configuration (router setup, port forwarding, DNS record types and SSL certificates), and can explain them clearly to non-technical users.
Your Location:
- Hybrid, 2-3 days in-office
- Our Office: 425 Maestro Dr Second Floor, Reno, NV 89511
Your Schedule:
- Full-Time | 40 Hours Per Week | Four 10-hour days
- Standard Business Hours, including weekends (flexibility as needed)
Your Language Skills:
- English: Required (Highly Proficient Written & Verbal)
- Spanish: Preferred
Your Manager:
- Customer Success Manager
- Delivering timely, effective, and technically accurate assistance (Tickets/Email/Phone)
- Assist customers with account setup, Dynamic DNS, and product configuration
- Troubleshoot DNS, email, SSL, and network/device-related issues
- Identify customer pain points and share feedback with Product and Engineering
- Maintain support articles and internal documentation
- Help review and improve AI-generated answers in Zendesk
- Test and evaluate technologies
- 3-5 years of customer service (including phone/email support)
- Able to clearly explain technical topics
- Ability to professionally de-escalate customer situations
- Software: Help Desk (Zendesk), AI (Claude, ChatGPT), CRM (Hubspot)
- $20-$25/hr
- Annual bonus (8%) tied to company, department, and individual performance
- 401k w/ match
- Health, Dental, Vision - 100% covered!
- 20 days PTO + 1 week paid holiday closure
- 9 Paid Holidays
- Professional development reimbursement