IT- Customer Support – (2nd Level Support)

CentralNic
We are looking for a colleague to strengthen our second level support team for our German and English speaking customer base at the earliest possible time. This is not a call centre activity.

The position is ideally to be filled in either Germany or the UK.
Key outcomes of the role
Technical customer support via chat, email, ticket system and phone
Handle customer enquiries about our products and services, including domain names, DNS, SSLs, hosting (cPanel, WHM & VPS), email, Office 365, G-Suite
Close collaboration with our developer teams to coordinate and forward 3rd Level Support Enquiries
Maintain and supplement our publicly available FAQ/guide on our documentation platform
About you
Sound general IT knowledge (including Office 365) is a prerequisite
You also have hosting skills, in particular cPanel & WHM and knowledge of the domain industry
You already know about domain name processes (ccTLDs, gTLDs & nTLDs), domain name management and policies
You have already gained experience working with a ticket system (1st or 2nd Level Support)
Experience in dealing with the basic triage processes to domain names, DNS and hosting are also desirable, but not mandatory
Fluent in German and English language skills both written and verbal
The ability and motivation to work on your own initiative, adhering to schedule and job requirements
Demonstrable experience in and have a passion for Customer Service
The appetite to work in a fast-paced environment
A self-starter personality and have the ability to deal with ambiguity and difficult situations
A curious nature, the ability to research and ask questions to understand our products quickly
A result and target driven mindset while using a logical approach to your work
The hunger to work as a real team player and collaborate with the wider team
Excellent communication skills, both oral and written
Exceptional organisational skills and attention to detail
To think creatively, always thinking “how can we”
A strong desire to succeed and make a difference

What we offer
There are many reasons to come on board our team of talented professionals, but here are just a few:
We are collaborative, fair, consciously inclusive, and flexible
We trust, value, and support our people to make the difference
We believe that diversity of thought and experience provides the platform for innovation and creativity
We invest in the development of our people to drive our ambitions forward
We offer a range of benefits (including your choice of tech) and a competitive package
We offer a great work environment in an internationally successful enterprise in the online services industry

About CentralNic
We are an ambitious company founded in 1996 and listed on the London Stock Exchange (CNIC), which is growing quickly through acquisition. We live and breathe our values and are committed to the growth of our business that we achieve through the growth and development of our people. We are successful because we recognise that our people are at the core of everything we do. Our mission is to enable the global economy to achieve its online aspirations.

As the developer and operator of software platforms, we provide web presence services to customers in over 180 countries. We are a leading provider of tools required to create websites, use email, and secure business online. Headquartered in London, the Group generates revenue and income from the worldwide sale of internet domain names and hosting on an annual subscription basis. CentralNic is also currently expanding its monetisation offering to acquire traffic and optimise online marketing activities.