Customer Success Representative

Description

You Are:

• 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.

You Have:

• 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.

Your Location:

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

Your Schedule:

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

Your Language Skills:

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

Your Manager:

• Customer Success Manager

Your Contribution to No-IP:

• 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

Qualifications:

• 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)

No-IP’s Contribution to You:

• $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

About No-IP

No-IP is a trusted leader in DNS, domain registration, and networking solutions, serving over 35 million customers worldwide. With 25 years of industry expertise, we power businesses, IT professionals, and individuals with reliable, easy-to-use technology that ensures seamless online connectivity. Our infrastructure processes billions of DNS queries daily, supporting customers ranging from small businesses to Fortune 500 companies.