DNS & Web Support Specialist for Client Success

Hibu; Cedar Rapids (IA); On-site; USD 42,000 - 64,000; Full time

Job summary

Hibu in Cedar Rapids, IA is seeking a DNS Web Support Specialist to manage DNS, domain, website connectivity, and email issues in a customer-support and production capacity. You will collaborate with internal teams, external clients, and vendors to investigate issues, identify root causes, and implement solutions for clients' digital assets.

The role requires strong communication, investigative, and problem-solving skills, plus the ability to learn and apply new information in a fast-evolving

Qualifications

• Excellent written and verbal communication skills.
• Strong client-focused communication and service mindset.
• Investigative, analytical, and problem-solving abilities.
• Ability to learn complex processes and adapt to change.
• Proactive in escalating production issues to management.
• Time-management and multi-tasking capabilities.
• Proficiency with Microsoft Office Suite.
• 1-2 years of inbound phone and email customer support experience.
• Strong ability to research and navigate unfamiliar sources.
• Knowledge of DNS concepts and records is advantageous.
• Experience interpreting DNS information for domains and services.
• Experience supporting technical products and services.
• Ability to translate technical info for customers.
• Familiarity with DNS lookup and diagnostic tools.
• Familiarity with FTP.

Responsibilities

• Receives inbound calls regarding domains and email issues.
• Makes outbound phone calls to clients to assist with DNS issues as needed.
• Researches and investigates hosting issues and provides prompt resolutions.
• Contacts vendors to resolve domain and email hosting issues.
• Secures and purchases new domains for clients.
• Monitors personal Outlook inbox and Teams group chat for internal and 3rd party vendor-related updates and issues.
• Monitors DNS team shared Omni Channel to promptly resolve client issues.
• All other duties as needed and assigned.

Skills

Communication skills

Client interactions

Investigation

Research skills

Learning agility

Issue escalation

Time management

MS Office

Customer support experience

Internet literacy

DNS concepts

DNS interpretation

Technical product support

Tech-to-user translation

DNS tools

FTP

Job description

Hibu in Cedar Rapids, IA is seeking a DNS Web Support Specialist to manage DNS, domain, website connectivity, and email issues in a customer-support and production capacity. You will collaborate with internal teams, external clients, and vendors to investigate issues, identify root causes, and implement solutions for clients' digital assets.

The role requires strong communication, investigative, and problem-solving skills, plus the ability to learn and apply new information in a fast-evolving