Customer Success Representative

No-IP; Reno (NV); Hybrid; USD 28,000 - 34,000; Full time

Benefits offered by this job

$20–$25/hr pay

Annual bonus 8%

401k with match

Health, Dental, Vision 100% covered

20 days PTO + 1 week holiday

9 Paid Holidays

Professional development reimbursement

Job summary

No-IP is seeking a Customer Success Representative in Reno, NV to join our Tech Support team. You will handle customer inquiries via tickets, email, and phone, ensuring timely, accurate guidance on DNS, SSL, and device configuration. The role blends in-office collaboration with remote work after ramp-up.

The ideal candidate explains technical concepts clearly, stays calm under pressure, and can de-escalate challenging interactions while delivering excellent customer experiences.

Qualifications

• 3-5 years of customer service (phone/email) experience.
• Ability to clearly explain technical topics.
• Ability to de-escalate customer situations professionally.
• Familiarity with Help Desk/CRM tools.

Responsibilities

• Deliver 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 issues.
• Identify customer pain points and relay feedback to Product/Engineering.
• Maintain support articles and internal documentation.
• Help review and improve AI-generated answers in Zendesk.
• Test and evaluate technologies.

Skills

Customer-first approach

Explain technical topics

De-escalation

Multitasking

Tools

Zendesk

Hubspot

Claude/ChatGPT

Job description

Customer Success Representative

Department: Tech Support

Employment Type: Full Time

Location: Reno, NV (No-IP)

Reporting To: Customer Success Manager

Compensation: $20.00 - $25.00 / hour

Description

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

Your Contribution to No-IP:

• 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

Qualifications:

• 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)

No-IP’s Contribution to You:

• $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