Customer Advisor - Retail

Tucows Domains is the world’s largest wholesale domain registrar, responsible for maintaining the health, neutrality, and openness of an important—but largely invisible part of the Internet: the domain name system (DNS).

As part of Tucows—one of the world’s largest Internet companies—Tucows Domains has a rich history of helping make the Internet better, operating globally under the Ascio, Enom, Hover and OpenSRS brands.

What's Next at Tucows

We embrace a people-first philosophy that is rooted in respect, trust, and flexibility. We believe that whatever works for our employees is what works best for us. It’s also why the majority of our roles are remote-first, meaning you can work from anywhere you can connect to the Internet! Today, over one thousand people from over 20 countries are part of our team.

If this sounds exciting to you, join the herd!

About the role

Customer Service Advisors at Tucows are the first and only point of contact for our customers.

Our focus is on customer service. That means talking on the phone with customers for hours on end, the continual pressure that comes from the non-stop flow of questions. We seek out individuals who understand and embrace this, and we’ve built a team of Customer Service Careerists who thrive in these conditions.

Our customers are small business owners, entrepreneurs, and every day people who come to us for their domain management and hosting needs. They are passionate, driven and want to see their own personal brand online! It's our role as Support Advisors to be as passionate and as driven as they are! Our customers need us for a variety of reasons - we are here to assist with their domain management, premium hosting, SSL certification and hosted email needs. Troubleshooting an issue is what we live for and our customers know that when they contact us for support, we are always here to help them.

What you'll be doing:

• Provide direct assistance to our customers (external and internal) and work with them to resolve their concerns via Voice, Email and Chat.
• Own each help request, treating each customer with the utmost care, credibility, integrity and timeliness.
• Document relevant details to help customers and your colleagues with future requests.
• Search our knowledgebase, training materials and rely on the experience of colleagues, seniors and managers to seek solutions.
• Raise widespread issues or patterns through defined channels.
• Tailor your communications to match your customers' skill level and conversational style.
• You will be assisting Customers on a broad spectrum of website troubleshooting, Linux system administration, Wordpress, and email setup/troubleshooting

What you'll bring:

• This is a fast-paced and customer-centric role - you will need to show persistence, calm and control under sometimes stressful conditions.
• You are highly organized, quality-minded and able to focus on detail.
• Our most successful Advisors are warm, friendly, upbeat, put a premium on communication, establishing rapport with our customers and other employees and prize helping other people.
• You understand our customer’s needs and make sure that they have the services that fit for them - whether for existing or potential customers.
• You can collaborate and share, not only with your peers but with everyone you work with.
• You aren’t afraid to ask questions when you don't know or don't understand and you have an ability to integrate those answers into a growing understanding of the technical environments your customers work in.
• You have strong critical thinking skills and can quickly resolve issues based on experience and information provided while maintaining a positive customer experience.
• You have working  knowledge of Linux.
• You must have experience working in the web hosting industry and experience with cPanel.
• You have an understanding of server hardware, setups, and common hosting services.
• You must have an understanding of DNS, SSL, SMTP, IMAP, POP, and HTML.

Nice to have:

• Experience with WHMCS would be a plus
• Ability to flex your working hours depending on need - we are a 24x7 Support Team

The hourly pay for this position is based on an annualized range of $44,820.00 - $49,800.00. Range shown in $CAD for Canadian residents. Other countries will differ. Range may vary on a number of factors including, but not limited to: location, experience and qualifications. Tucows believes in a total rewards offering that includes fair compensation and generous benefits. Learn more about Tucows Benefits.

Want to know more about what we stand for? At Tucows we care about protecting the open Internet, narrowing digital divide, and supporting fairness and equality.

We also know that diversity drives innovation. We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

Tucows and its subsidiaries participate in the E-verify program for all US employees.

Learn more about Tucows, our businesses, culture and employee benefits on our site here.