Customer Success Representative

TheCoTeam, LLC; Reno (NV); Hybrid; USD 28,000 - 34,000; Full time

Job summary

TheCoTeam, LLC is seeking a Customer Success Representative for No-IP in Reno, NV. You will provide timely, technically accurate assistance via tickets, email and phone, help customers with account setup, Dynamic DNS, and product configuration, and troubleshoot DNS and network issues with a customer-first approach.

This is a hybrid role (in-office 2-3 days), 40 hours per week, four 10‑hour days, during standard business hours. English is required; Spanish is a plus.

Qualifications

• Customer-first approach with ability to explain technical topics clearly.
• Experience in de-escalating difficult customer interactions.
• Familiarity with help desk software and AI-assisted support 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-related issues.
• Identify customer pain points and share feedback with Product and Engineering.

Skills

Customer service

Technical explanations

De-escalation

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