Return to Job Search Customer Support Specialist #18-79 Drums, PA All
Addresses Drums, PA Full-time Full-time Functional Group Customer
Service Job Title Customer Support Specialist Location 10 Azalea Drive,
Drums, Pennsylvania 18222 Position Summary The Domains Specialist at
Web.com uses system administration tools and processes to troubleshoot
issues for both inbound and outbound calls. By providing excellent
customer service, the Domains Specialist assists clients in resolving
domain related concerns and helping them get their tools running at top
efficiency. Responsibilities * Handle inbound customer calls for the
Email skill area and make outbound follow up calls during scheduled
hours, providing an excellent customer experience * Achieve productivity
related targets, quality targets, sales targets, including sales and
revenue objectives, average handle time, log in time, available time,
schedule adherence, Service Request closures and quality measures *
Ability to use basic system administration tools and processes; such as
email application, web browsers, DNS, and other domain related products
- Ability to configure and troubleshoot basic errors with nsMail, nsMail
Pro, Messageguard, Catchall * Ability to use basic email tools and
process such as POP3/IMAP software clients that span multiple platforms,
such as PC, Mac, smartphone * Ability to troubleshoot advanced settings
of POP3/IMAP/Smartphone software such as SMTP authentication, POP
frequency, server/client relationship, Port configuration, Importing and
exporting address books * Ability to troubleshoot common email issues
and bounce back errors caused by Reverse DNS not being setup, Incorrect
DNS configuration * Ability to troubleshoot advanced email issues caused
by IP spam filtering, content spam filtering, RFC2822 compliance
filtering * Ability to isolate where an issue might be caused in a
complex situation ranging from Internet Service Provider, software
configurations, local networks, 3rd Party security software, 3rd Party
browser configuration * Ability to troubleshoot and run a variety of
send/receive tests to isolate where a send/receive error is occurring
with little information given. * Ability to use all internal tools
related to troubleshooting email, Acceptable Use Policy abuses
including, but not limited to: spam filtering, mailbox transfers,
mailbox restores, resync/reindex of Mailboxes * Ability to identify and
alert the necessary party of global outages including, but not limited
to internal email servers, ISP outages, or Internet backbone outages *
Troubleshoot and configure advanced features of nsMail and nsMail pro,
including, but not limited to, Auto-Responders, Mail Forwarding,
Importing and Exporting Address books, calendar sharing, contact
sharing, file sharing, and Open X-Change Plug in installation * Remain
fully aware of the availability of all company email related products,
including, but not limited to Catchall, nsMail, nsMail Pro, LOQMail,
Messageguard, Constant Contact, and hosting * Efficiently handle
business critical email issues for customers * Make continuous
improvement suggestions related to email using common call drivers *
Keep updated on all developments and changes for the domain and email
skill area, taking ownership to obtain and learn all information
provided via print and the intranet * Use all proprietary database, web
and telephony tools effectively, reporting faults to helpdesk or
supervisors as soon as they occur * Discuss call monitoring feedback
with supervisor to improve performance * Use coaching, training sessions
and one-to-one meetings positively, contributing to the discussion so
that you can take ownership of your development within your current role
- Remain fully aware of the availability of all company domain related
products including but not limited to the following: domain names,
private registration, and web forwarding, and such products as email,
hosting, website packages, and search optimization products so that
every opportunity to meet our customer's needs is taken * Actively
support company policy and best practices in the area of security, with
special emphasis on the protection of sensitive customer information at
all times * Access, use or disclose, customer information only when you
need to do so to perform your duties * Ensure the health, safety and
welfare for yourself and your team in accordance with company policy *
Arrive to work on time, have no unauthorized absences, and ensure
accurate recording of time-sheet information Qualifications * High
School degree required. Some college preferred. * Basic, demonstrated
understanding and knowledge of Internet principles, terminology and
functionality * Typing skills of 20 wpm * Experience and skills
including Word, Excel and Windows * Prior sales and customer service
experience preferred * Prior center experience, customer service or
relevant experience preferred * Strong analytical, critical thinking,
research and problem-solving skills Competencies * Sales and Customer
Focus: Experience (1-2 years) providing customer service and/or sales
using results orientation and quality practices * Teamwork: Actively
promotes learning among the team and works cooperatively with others to
identify and overcome obstacles * Continuous Improvement and Managing
Change: Able to function effectively in rapidly changing, high-pressure
environments and continually improve personal performance and
demonstrate best practices * Problem Solving and Decision Making:
Identifies root causes to problems, recommends solutions, and takes
action to resolve concerns * Attention to Detail: Processes customer
requests accurately, thoroughly and in a timely manner * Flexibility and
Personal Development: Demonstrates willingness to learn and improve
skills through openness to constructive feedback, active participation
in training and ready implementation of new processes and procedures.
Demonstrates willingness to learn through accepting new projects and
assignments as needed. * Effective Communication Skills: Able to
communicate effectively over the telephone and in writing using courtesy
and correct grammar * Self-Management: Responds appropriately in a work
environment, escalating concerns through acceptable channels, and
resolving outside concerns that interfere with productivity. Arrives to
work on time with no unscheduled absences