Description:
In your role as an Associate Account Agent, you will be responsible for troubleshooting and resolving customer issues, providing user support, general problem analysis and resolution, technical assistance and training for registry services as needed.
This position reports directly to the Sr. Director, Registry Support and Management.
Accordingly, your duties will include but not be limited to:
- Responsible for technical support, client communications, conflict resolution, and compliance on client deliverables. Escalates to leadership for support or guidance as needed
- Meet with the client on a weekly basis at a minimum, and document and share minutes after each meeting with the client timely
- Prepare and obtain client sign-off on detailed requirements as needed to capture client needs clearly
- Review all major deliverables (i.e. strategic brief, function spec, technical specifications, etc.) to ensure quality standards and client expectations are met
- Work with Product Management, Project Management, and other departments as needed to gather information to prepare guides and customer-facing communication
- Ensure that client issues are dealt with in an efficient manner, informing management of any problems that may arise
- Work within the Technical Support and Product Strategy/Engineering teams in order to maintain current knowledge of registry operator and registrar status in order to identify potential issues and/or opportunities related to the registry operator or registrar
- Ensure that all processes and procedures are completed, and quality standards are met.
- Communicates the client’s goals and represents the client’s interests to the project team.
- Provide regular two-way communication between the registry operator and Identity Digital, to provide strong team representation and set proper client expectations
- Understand company capabilities and services, and effectively communicating all offerings to the client
- Communicate client activity to relevant Identity Digital stakeholders
- Provide regular input on all account activity, including status on a weekly basis
- Representing the Technical Support team on technical projects as the subject matter expert and producing technical documentation to support projects and user training.
- Providing network and internet support for domain name registries and managing domain name services customers in response to identified difficulties and issues (including firewall and zone file access, SSL troubleshooting and EPP protocol support).
- Reviewing, managing and analyzing open tickets, assigning follow ups as necessary and providing solutions for complex application and system problems.
- Work with relevant members of technical support team evaluating, diagnosing and resolving application and system problems including determining the root cause of the problem through to an appropriate solution.
- Documenting customer issues and recommended solutions in order to share knowledge with team members and increase efficiencies of the team.
- Coordinating with legal and cybersecurity teams to analyze, verify, and enforce legal policies, restrictions and agreements to maintain asset and data security, as applicable.
- Providing mentoring, training and support to the Associates’ Technical Support team with respect to DocuSign, EPP, XML, SSL and troubleshooting across diverse platforms and applications as needed
Qualifications/Skills Requirements:
- Bachelor’s Degree or College Diploma in Computer Science, Telecommunications, Engineering or a related field.
- A minimum of two years of experience in a Technical/Customer Support environment.
- Possess knowledge of domain name services (DNS), internet-based applications (registrar and registry portals, thoughtspot, tableau, Salesforce, whois lookup tools, Chrome, Thunderbird, WinSCP, Putty, FileZilla, Amazon S3), domains and web hosting.
- Demonstrated ability to research and resolve technical problems using a variety of resources and tools (command line tools such as dig, nslookup, ssl troubleshooting, whois, ping, traceroute, host, openssl, curl, Idap, tracert, mysql).
- Two years of experience working with ticketing systems, knowledge bases, Linux/BASH, TCP/IP, SSL, EPP Protocol, XML, SQL, PostgreSQL, Java Applications, Open Office or Microsoft Office, JIRA.
- Proven Customer Service skills are required in order to create, maintain and enhance customer experience.