Domain Support Associate (CD)

What you’ll do & how you’ll make your mark.

Provides excellent service and support to our customers through phone and email 
Initiates an outbound call to the customer whenever is necessary (follow ups/customer’s request) 
Deals with all forms of domain inquiries in a polite and professional manner 
Manages difficult customers in a cool, calm, and composed manner 
Provides an appropriate resolution to permanently fix client issue 
Deals with the pending application for domain registration for both ccTLDs and gTLD 
Activates products or services that are associated with the domain name 
Escalates domain related issues to another department (SysAd, Devs, etc.) for cases that need further checking 
Monitors escalated cases (devs, registry, auDA, etc.) regularly to ensure the update is received 10)Provides assistance to all domains related concerns posted through the Domains Team conference in MST 
Provides well-timed assistance to all assigned tickets 
Verifies and validates the accuracy of the documents provided by the customers 
Attends to all domain abuse cases forwarded by individuals. 
Ensures that the work pool queue is below the set minimum target 
Accomplishes the minimum feedback score set by the company, monthly 
Ensures that all auDA cases are catered and attended promptly 
Communicates with the domain registrant via email to conduct data validation as advised by the registry and ensures that the domain registrant information in our record is aligned to the registry policy

Who you are & what you’ll need to succeed.

Must be a regular employee without any HR, QA, or WF related violations for the past 6 months.
Must have good attendance and performance records for the past 6 months.
Knowledge on different top-level domains and country code top-level is a plus 
Must have strong reasoning, problem-solving, and analytical skills 
Must have above-average communication skills both verbal and written