Technical Support Specialist

Department: Tech Support

Employment Type: Full Time

Location: Reno, NV (No-IP)

Reporting To: Customer Success Manager

Compensation: $20.00 - $25.00 / hour

• A customer-first problem solver who enjoys helping people and making technical concepts easy to understand. Youʼre patient, resourceful, and calm under pressure, with the ability to multitask and stay organized in a fast-paced environment. You take ownership of issues and are motivated by delivering great customer experiences.

• Comfort working with technical concepts like networking, DNS, or device configuration (router setup, port forwarding, DNS record types and SSL certificates), and can explain them clearly to non-technical users.

• Hybrid, 2-3 days in-office
• Our Office: 425 Maestro Dr Second Floor, Reno, NV 89511

• Full-Time | 40 Hours Per Week | Four 10-hour days
• Standard Business Hours, including weekends (flexibility as needed)

• English:
  Required (Highly Proficient Written & Verbal)
• Spanish:
  Preferred

• Customer Success Manager

• Delivering timely, effective, and technically accurate assistance (Tickets/Email/Phone)
• Assist customers with account setup, Dynamic DNS, and product configuration
• Troubleshoot DNS, email, SSL, and network/device-related issues
• Identify customer pain points and share feedback with Product and Engineering
• Maintain support articles and internal documentation
• Help review and improve AI-generated answers in Zendesk
• Test and evaluate technologies

• 3-5 years of customer service (including phone/email support)
• Able to clearly explain technical topics
• Ability to professionally de-escalate customer situations
• Software:
  Help Desk (Zendesk), AI (Claude, ChatGPT), CRM (Hubspot)

• $20-$25/hr
• Annual bonus (8%) tied to company, department, and individual performance
• 401k w/ match
• Health, Dental, Vision - 100% covered!
• 20 days PTO + 1 week paid holiday closure
• 9 Paid Holidays
• Professional development reimbursement