Customer Support & Sales Representative

TurnCommerce; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

TurnCommerce, a leading company in the Domain Name space, is seeking Customer Support & Sales talent. The role involves assisting customers with domain management and ensuring a positive customer experience across their brands. This is a remote position with specific state restrictions and a competitive hourly pay rate.

Benefits

Health insurance through Anthem Blue Cross/Blue Shield

Flexible Paid Time Off

401K with 4% Company Match after 1 year

Eligible for a Yearly Bonus

Paid Holidays

Qualifications

• Minimum 1-2 years of customer service and support experience.
• Excellent written and verbal communication skills.
• Strong technical aptitude and ability to learn quickly.

Responsibilities

• Deliver timely support over the phone and ticketing system.
• Assist customers with Domain Registration and DNS Settings.
• Guide customers through troubleshooting issues.

Skills

Communication

Problem Solving

Customer Service

Technical Aptitude

Time Management

Education

High school diploma or equivalent

Tools

Customer support tools

Job description

Company Overview

TurnCommerce is a leading company in the Domain Name space. We are committed to excellence in every aspect of our business, and our continued success depends on providing an outstanding customer experience. We are seeking Customer Support & Sales talent to supplement our current team.

Job Summary

The Customer Sales and Support team is responsible for assisting customers and providing an excellent customer experience for our three brands: HugeDomains, DropCatch and NameBright by providing an excellent customer experience.

Key Responsibilities

• Deliver timely, empathetic support over the phone and through the company ticketing system.
• Assist customers with Domain Registration, DNS Settings, and Domain Transfers.
• Guide customers through troubleshooting issues with our products or services.
• Ability to identify issues that require escalation to engineering, providing details and screenshots of the customer experience to assist with resolution.
• Collaborate with other team members and make suggestions to improve the customer experience.
• Help elevate support by writing and updating professional documentation.
• Other tasks as necessary.

Qualifications

• High school diploma or equivalent.
• Minimum 1-2 years customer service and support experience.
• Excellent written and verbal communication skills.
• Very strong technical aptitude and ability to learn quickly.
• Experience with customer support tools such as a ticketing system and phone software.
• Helpful Experience: Knowledge of the domain registry and registrar functions, including domain management software, Domain Name System/DNS management tools, WhoIS databases, domain disputes, and handling ICANN compliance issues.

Key Competencies

• Interpersonal and customer service skills to ensure positive interactions with customers.
• Analytical and problem-solving skills to diagnose problems and recommend effective solutions.
• Active listening and communication skills to handle customers who may be upset.
• Time management skills to respond to customer emails and calls promptly.
• Attention to detail, including spelling, grammar and punctuation.
• Teamwork skills to collaborate with representatives and coworkers in other departments.
• Ability to work across multiple brands.

Logistics

• Candidates should be prepared to provide references upon request.
• This a US-Based remote position with restrictions in certain states. We will not accept candidates that live in the following states: California, Connecticut, Hawaii, Iowa, North Carolina, New Mexico, New York, South Dakota, Texas, Washington or West Virginia.
• This position will not sponsor work visa, only US Citizens may apply
• If hired, employment will be probationary for 90 days upon which we will review your performance.
• The training period for this position is 8 weeks. No paid time off will be granted during the training period.
• Schedule: Monday – Friday from 9am – 6pm Mountain Time during training. After training, weekends will be required.

Benefits

• Hourly Position at $20-$25 an hour, DOE
• Health insurance through Anthem Blue Cross/Blue Shield, 75% of the cost is on us!
• Dental & Vision
• Flexible Spending Accounts
• Employer-paid Voluntary Life Insurance
• Flexible Paid Time Off with a Minimum of 10 days required
• Paid Holidays
• Eligible for a Yearly Bonus
• 401K with 4% Company Match after 1 year