Website Support Specialist (DNS)

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

Job Requirements

Responsible for handling DNS, domain, website connectivity, and email-related issues in a customer support and production capacity. The DNS Web Support Specialist interacts with internal departments, external clients, and third-party vendors to investigate issues, identify root causes, and implement solutions that support the long-term success of our clients' digital assets. This role requires strong customer service skills, technical curiosity, and the ability to learn and apply new information in a constantly evolving environment.

Job Requirements

Responsible for handling DNS, domain, website connectivity, and email-related issues in a customer support and production capacity. The DNS Web Support Specialist interacts with internal departments, external clients, and third-party vendors to investigate issues, identify root causes, and implement solutions that support the long-term success of our clients' digital assets. This role requires strong customer service skills, technical curiosity, and the ability to learn and apply new information in a constantly evolving environment.

Primary 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

Required:

• Excellent written and verbal communication skills.
• Skilled at providing client-focused interactions, creating positive experiences for Hibu’s clients.
• Strong investigative, analytical, and problem-solving skills.
• Comfortable researching unfamiliar topics, evaluating information from multiple sources, and determining next steps when information is incomplete.
• Demonstrated ability to learn complex processes and adapt to changing requirements in a dynamic environment.
• Proactive in bringing issues impacting production to management in a timely and effective manner.
• Strong time-management, prioritization, and organizational skills, with the ability to manage multiple responsibilities simultaneously.
• Strong working knowledge of Microsoft Office Suite.
• 1-2 years’ experience supporting customers through inbound phone and email queues while managing competing priorities and follow-up responsibilities.
• Strong internet literacy and the ability to navigate unfamiliar websites, systems, applications, and online resources.

Preferred

• Working knowledge of DNS concepts and records, including A, CNAME, MX, TXT, and Nameserver records.
• Experience interpreting DNS information and understanding the relationship between domains, websites, email, and other domain-supported services.
• Experience supporting technical products, services, websites, hosting, email, telecommunications, internet services, or SaaS platforms.
• Experience interpreting technical information and translating it into customer-friendly language.
• Familiarity with DNS lookup and diagnostic tools.
• Familiarity with File Transfer Protocol (FTP).

What Success Looks Like

Successful DNS Web Support Specialists are naturally curious, detail-oriented, and comfortable investigating unfamiliar situations. They understand the importance of verifying information before acting and recognize that solving the immediate issue is not always the same as solving the underlying problem. While DNS experience is beneficial, the most successful team members are strong communicators, effective researchers, and lifelong learners who can adapt to evolving technologies, processes, and client needs. Mastery of the role develops over time through a combination of training, experience, and repeated exposure to real-world scenarios