Technical Client Service Representative

Job Description

Technical Client Service Representative – Logan, Utah
Monday - Friday, 9am-6pm
Hybrid Work Model: 3 days onsite in the Logan office; 2 days remote

Are you passionate about delivering excellent customer service? We are too! We are currently hiring a Technical Client Service Representative to support our global clients in a professional B2B environment in the technology and internet/web services industry. In this role, you will act as the primary point of contact for clients who require assistance with our internet products and services. You will play a key role in delivering exceptional client service by resolving inquiries, troubleshooting issues and providing clear guidance.

You’ll work directly with enterprise B2B clients and partner with our internal teams to support our client’s domain portfolios and digital assets.

• Client Support:
  Respond promptly and accurately to client inquiries via chat, telephone, and email. Help customers manage a portfolio of domain names and digital assets to protect and secure their global internet brands.
• Client Relationships:
  Build and maintain client relationships by understanding each client’s unique needs.
• Issue Resolution:
  Troubleshoot and resolve customer order requests and inquiries related to domain names, DNS, digital certificates, digital brand management, billing inquiries, and technical problems, ensuring timely and efficient resolutions.
• Escalation Management:
  Identify and escalated unresolved or complex issues to the appropriate teams, ensuring follow-up and resolution in a timely manner.
• Product Knowledge:
  Develop and maintain an in‑depth understanding of our services and communicate industry changes and new product offerings.
• Team
  
  Collaboration:
  
  Assist other teams within DBS with client brand launches and projects, problem‑solving, and troubleshooting as needed.
• Performance:
  Understand and strive to meet or exceed metrics designed to help us achieve industry‑leading client service support as evidenced by our world‑class Net Promoter Score (NPS) results.

• Experience working in a customer‑centric environment, industry and/or role.
• Technical proficiency & agility.
• Effective written and verbal communication skills.
• Ability to think critically and be solution oriented.
• Strong Microsoft Office skills, including Excel, Word, and Outlook.
• Ability to learn, adapt to, and discuss new technology.
• Tenacity and agility to balance varying priorities and inquiries from internal and external customers.
• Ability to work independently and on a team.
• Proven organizational skills with the ability to prioritize work under pressure in a fast‑paced environment.
• Previous experience producing quality results with high attention to detail.
• Ability to be direct, open, and honest when communicating with clients and co‑workers.
• Bilingual skills are a plus.

• Professional, engaging, and comprehensive training to introduce our business and the industry, supplemented with on‑the‑job training.
• An on‑team mentor to provide additional day‑to‑day support during onboarding.
• Collaborative team environment.
• Supportive leaders committed to your professional development and growth.
• Complimentary access to Open Sesame, monthly job‑related recurrent training, and more.
• Hybrid work schedule flexibility.
• Competitive benefits and incentives, including annual leave, tuition reimbursement, referral bonuses, and success‑sharing bonuses or commission plans based on individual performance.