Position: Customer Support Representative
Category: Support
English level: upper
Years of experience: 2


- Provide customer service through e-mail and chat in a timely and accurate manner;
- Communicate customer feedback to the corresponding departments/staff in order to develop processes for better serving customers;
- Develop and maintain in-depth product knowledge;
- Maintain reports on processed customer inquiries as required;
- Report and escalate issues and incidents based on guidelines;
- Assist with updating external client knowledgebases, as well as internal departmental documentation;
- Perform other department related regular and adhoc tasks when required (e.g. failed orders processing, hosting activations and cancellations, setup of products, packages modifications, proactive transfer assistance, etc.);
- Responsible for ensuring that customer inquiries are resolved at the first point of contact, unless specialist knowledge or further investigation is required;
- Skilled in Domain name management and Domain Name System (DNS);
- Maintain the own level of hard skills and corporate knowledge through following the corporate updates and self-development.