Position: Subject Matter Expert
Category: Support
English level: fluent
Years of experience: 6


1) started as a regular Customer Support Representative of one of the global Registrars. My responsibilities on this position included the following:
- working in chat software and assisting the customers with the technical/non-technical questions they might have had about account access, domain names' registration/management (gTLD, ccTLD, newTLD, HNS), DNS zone (nameservers, glue records, zone file, DNSSEC, Dynamic DNS ), Google Workspace (former gSuite), partnership programs, Apps (Weebly, Strikingly, VPN) (app and openVPN setup), Registrar's mobile apps (Android, iOS) management,  SSL certificates (basic questions only (why it is needed, where to get it, how to activate/install it), hosting plans (how to point the domain name to it, the difference between parked and add-on domains, how to park a domain or add it as add-on, where to edit DNS zone, how to create  mailboxes). 
- apart from the chat system, we also had an email communication though tickets.
2) A Subject Matter Expert. My responsibilities became the following:
1) assisting CSRs with the questions asked by the customers that they did not know how to answer;
2) working with customers via ticket system (no chats);
3) email correspondence with our partners/responsible people inside the company when the escalation of an issue is required;
4) issue troubleshooting (requesting all the details needed to replicate the issue on our side, attempt to replicate it in different browsers/OS/devices, double-checking the actual result with the desired one in the Confluence documentation)
5) reporting issues/improvements/tasks via JIRA, Trello, email channels
6) audit of the customers affected by the ongoing bugs to identify the "damaged" service and fix it before the customer notices
7) also as a part-time task: checking chats/tickets of CSRs as a part of a quality assurance review.
8) compensation approval
no chats;
no night/evening shifts;
flexible schedule;
paid vacations (not less than 21 days in a row)
paid sick leaves
paid sport activities would be a great plus
salary raise;
paid internship (if needed)