DNSimple: Customer Success Technician

Headquarters: Melbourne, FL
URL: https://dnsimple.com

As a Customer Success Technician, you are responsible for ensuring the highest quality of experience for DNSimple customers.

Responsibilities:

• Improve overall customer support processes and document them effectively, allowing all team members to provide consistent support to all customers.
• Develop software tools and scripts to help improve customer success.
• Understand problems at a high level to triage accurately, more specifically: 
  • Prioritize identified systems problems based on level of impact on customer happiness (how often they occur, how significant the impact is). 
  • Verify that support requests are distributed across all team members over time. 
  • Ensure that support issues don’t stay unanswered in our system. 
• Identify system problems that should be addressed through research & development based on incoming support requests and document those issues so that they can be assigned to team members for design and implementation.
• Gain technical understanding of DNSimple’s systems to help provide high quality support for requests that are assigned to you.
• Assist the other team members to update internal support documentation and public support documentation to be used when responding to support requests.
• Coordinate with marketing and sales to deliver optimal account management for high valued customers.

Skills:

• Excellent English writing and comprehension. You are expected to write clear prose to communicate with customers and team members alike.
• Able to analyze data and identify trends using logical data analysis techniques. Experience with data analysis tools is expected.
• Basic proficiency in software development, ideally with experience developing in Ruby.
• Previous experience working with a distributed development team.
• Ability to work independently and maximize time management is expected.
• Previous experience supporting customer success.
• Past experience writing knowledge articles is preferred.

To apply: https://dnsimple.com/jobs#customer-success-technician