Technical Support Representative

The Company

Corporate Tools is a privately held, debt free, growing company. We don’t answer to shareholders or investors. Because of this, we focus on taking the time to provide solutions for our clients, not maximizing profits for shareholders. As an Employer, we recognize that you’ve been gracious enough to give us 40 hours of your week. We want to respect that time commitment and be able to provide you with a job that you enjoy coming to and a work schedule that allows you to maintain a healthy work/life balance. We think if we put our best foot forward when trying to take care of our team, that they will in turn take care of our clients. Take some time to read some employee reviews on Indeed and Glassdoor.

100% Remote Opportunity

This position is 100% remote from day 1. We have some constraints with what this means. Due to payroll restrictions you must reside in one of the following states:

Alaska, Alabama, Arkansas, Arizona, Colorado, DC, Delaware,Florida, Georgia, Hawaii, Idaho, Iowa, Indiana, Kansas, Maine, Minnesota, Missouri, Montana, North Carolina, Nevada, New Mexico, Oklahoma, South Dakota,Texas, Utah, Virginia, Washington, Wyoming

You must be able to adjust to PST, if you are in a different time zone.

The Position

Corporate Tools in Post Falls, Idaho is adding to our new Domain Support team. In this role, you will be responsible for providing customer service and technical support to clients of our domain and web hosting branch of services. You will serve as a primary point of contact for clients, assisting them with inquiries, troubleshooting issues, and ensuring their satisfaction with our services. Your expertise and attention to detail will be crucial in delivering a seamless customer experience. Our expectation is simple: Be respectful, friendly and helpful.

2 Shifts Available:

• Sunday-Thursday 4:30am-1:00pm PST
• Sunday-Thursday 12:30pm-9:00pm PST

NOTE: Interview priority will be given to those with open availability!

Responsibilities:

• Act as the first point of contact for customers, assisting via phone, email, potentially chat, and who knows what other ways in the future.
• Address customer inquiries, concerns, and technical issues related to domains, web hosting, email, DNS, and other related services.
• Guide customers through the process of registering, transferring, and managing their domain names.
• Assist customers with website setup, domain configuration, and troubleshooting website-related issues.
• Collaborate with internal teams, including technical support and account management, to resolve complex customer issues and ensure timely resolution.
• Educate customers on best practices for domain management, DNS setup, and web hosting configurations.
• Maintain accurate customer records, update account information, and document all customer interactions in the CRM system.
• Identify opportunities to upsell or cross-sell additional products and services to customers based on their needs.
• Stay up to date with industry trends and advancements in domain and web hosting technologies.
• Other client support duties as needed.

Requirements:

• Strong empathy, ability to see challenges from the customer's point of view coupled with a passion to help.
• Knowledge or strong desire to learn domain registration, DNS management, web hosting concepts, and related protocols (e.g., HTTP, FTP, SMTP).
• Familiarity with popular content management systems (e.g., WordPress, Joomla) and website builders (e.g., Wix, Weebly).
• Proficiency or strong desire to learn to troubleshoot website-related issues, such as DNS configuration, SSL certificates, and email setup.
• Excellent communication skills, both verbal and written, with a friendly and personalized approach.
• Technical aptitude and the ability to quickly learn and adapt to new technologies and processes.
• Experience working with CRM systems and proficiency in using support tools and ticketing systems.
• Flexibility to work in a fast-paced environment, potentially including some temporary changes in set shift, occasional weekends, and occasional holidays.
• Strong attention to detail with a no-exception approach to protecting account privacy.

Wage: $18/hr

Benefits:

• 100% employer-paid medical, dental and vision for employees
• Annual review with raise option
• 22 days Paid Time Off accrued annually, and 4 holidays
• After 3 years, PTO increases to 29 days. Employees transition to flexible time off after 5 years with the company—not accrued, not capped, take time off when you want
• The 4 holidays are: New Year’s Day, Fourth of July, Thanksgiving, and Christmas Day
• Paid Maternity and Paternity Leave
• 4% company matching 401(k) with no vesting period
• Quarterly "Work Wherever" allowance
• No dumb benefits like free dog walking on the weekends that snobby hipster places have to make you feel cool, but mathematically won't cost the company much money because you won't use it

***Want to standout from other applicants? Submit a cover letter including why you want to work here!***

Job Type: Full-time

Pay: $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Application Question(s):

• Upon a job offer a background check is required. Are you comfortable submitting to a background check?
• To be eligible for this position you must reside in one of these states: Alaska, Alabama, Arkansas, Arizona, Delaware, Florida, Georgia, Idaho, Iowa, Indiana, Kansas, Minnesota, Missouri, Mississippi, Montana, North Carolina, Nevada, New Mexico, Oklahoma, Texas, Utah, Virginia, Washington, or Wyoming. Do you live in one of these states?
• Are you open to shift or have a specific shift preference?

Work Location: Remote