**job summary**: we are in search of an individual who is passionate about helping others. as part of our team, you will engage with web hosting customers from around the globe, embracing new experiences that will foster continuous learning and personal development.. as the **senior technical customer care representative **you will** **provide advanced technical support to first line agents, customers, and partners to resolve issues related to web services products. **schedule - eastern time (toronto)**: - 1:00 pm - 9:30 pm, monday - friday **what you’ll do**: - provide technical and operational support to tier 1 support team - manage senior agent phone queue, ensuring service levels are maintained - handle and appropriately escalate unresolved or complex issues to higher support tiers, engineering teams, or other relevant departments for further investigation and resolution - monitor and meet established service level agreements (slas) and key performance indicators (kpis), such as response times, first-contact resolution rates, and customer satisfaction scores. - develop a deep understanding of the company's products and services to effectively address customer inquiries and provide accurate information - serve as a customer advocate within the company, providing feedback on recurring issues, customer pain points, and potential areas for product or service improvement **about you**: - minimum of 1 year work experience in a customer service environment in a bpo or similar industry - experience in supporting an internet domain and web hosting program - e...
**job summary**: we are looking for an amazing person to be part of our support team who assists our customers with problems related to billing. if you are passionate, driven, and have been looking for that special opportunity to work for a technology company that is constantly growing, then this is the place for you. this role of the** billing and domain service specialist** is the primary customer contact during the customer onboarding process (from registration to go live), clarifying, completing or correcting information contained on the registration forms, communicating expectations and schedules to the customer, and ensuring that the onboarding process flows smoothly. this role is also responsible for enhancing the level of engagement the customer feels during the onboarding process, thus improving the registration to go-live ratio. **schedule**: - 11:00 am - 7:30 pm est, monday - friday **what you’ll do**: - facilitate the onboarding process for new customers by gathering all necessary billing information and documentation - resolve any billing related issues or obstacles that arise for customers - enter billing-related data into the system with a high level of accuracy to prevent errors and discrepancies in customer invoices - identify opportunities to streamline the onboarding process, enhance efficiency, and improve the overall customer experience during the billing setup - ensure compliance with data protection and privacy regulations when handling sensitive billing information - provide training and guidance to customers on how to navigate the bi...
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