Technical Support Analyst
Vor 2 Tagen
The Technical Support Analyst is responsible for troubleshooting and resolving customer issues.
Under minimal supervision, provides user support, general problem analysis and resolution, technical assistance, and training for registry services.
Acts as Subject Matter Expert and represents Technical Support in related projects, including producing documentation, and CS-affecting / related projects.
May lead or guide the work of others.
This position is part of a 24x7x365 team with a rotating shift schedule, including some overnights, weekends, and all statutory holidays.
This position reports to the Manager, Customer Care.
What You'll DoProvides 24x7x365 customer support for our domain name registries and managed DNS customersPromptly resolves application/system problems including determining the root cause of the problem through to an appropriate solutionProvides mentoring, training, and support to the Associates' Tech Support team and external team if requiredKeeps customers apprised of the work effort being conducted to resolve their issues within our service level agreementsRegularly monitors and follows up on trouble ticketsActively contributes to a growing knowledge base that improves the effectiveness of the team and the information available to our customers (Wiki/Knowledge Base)Consults with appropriate members of the IT and/or Development team in order to resolve customer issuesEscalates to Team Leaders and/or Customer Support Manager when appropriatePrepares customer and management reports as requiredRepresents and provides input from Technical Support in projects as assignedConsistently models Identity Digital Values in all interactions and decisionsOther duties as assignedWho You Are / What You Bring1 + year of experience in a Technical/Customer Support environmentUniversity degree or college diploma in Computer Science, Telecommunications, Engineering, OR equivalent work experienceDemonstrated ability to research and resolve problems using a variety of resources and toolsAn understanding of internet-based applications, domains, and web hostingKnowledge of domain name services (DNS)Experience in working with ticketing systems and knowledge basesExperience with the following would be an asset:Linux/BASHTCP/IPSSLEPP Protocol, XML, or other markup languagesSQL, PostgreSQLJava ApplicationsOpen Office or Microsoft OfficeSalesforce or JIRAAbility to travel as neededAbility to work across time zones as part of a global organization as neededReliable transportation to the workplaceHoursMonday - Friday standard hours, with exceptions as neededSalary RangeThe base range for this full-time position is AUD $55,000 - $68,000 (paid hourly).
In addition, the successful candidate will be eligible to receive other compensation from time to time in the form of discretionary and/or nondiscretionary bonuses and long-term incentive plan.
Actual compensation will be influenced by a candidate's qualifications, internal employee equity considerations, and location.
We will not ask for information about a candidate's current or past compensation for purposes of developing an offer of employment.
A few things to know about usName.com is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, gender identity, disability or any other category prohibited by local, state or federal law.
This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities, and termination.
Background Check StatementAt the time of an offer, you will be required to complete a background check.
Any offer is contingent upon a satisfactory background check.
Accommodation StatementWe are committed to the full inclusion of all qualified individuals.
As part of this commitment, Name.com/Identity Digital will ensure that persons with disabilities are provided reasonable accommodations.
If reasonable accommodation is needed to participate in the job application or interview process, please contact our Recruiting Team at .
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