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Support Associate

Jan 13, 2009

Afilias is currently seeking a Support Associate, who will be responsible for troubleshooting and resolving customer issues as they relate to Afilias registry services. Excellent interpersonal, oral and written communication skills are a must.

The Support Associate is responsible for providing prompt, reliable and accurate information to a global customer base, performing first-line technical support and troubleshooting, clarifying business policies and resolving miscellaneous customer issues.

This is an initial 6-month contract opportunity with potential of permanent employment.

Duties and Responsibilities:

  • Provide front-line customer and technical support, primarily via email and telephone
  • Prompt resolution of application/ system problems including determining root cause of problem through to appropriate solution
  • Follow up on ongoing support issues and effectively provide updates to the customer
  • Record all interactions in a ticketing system
  • Consult with and escalate to senior team members, other IT teams and Team Leaders in order to resolve customer issues
  • Maintain a high level of customer service at all times
  • Daily work on a computer
  • Normal office environment.
  • Required to work rotating shifts, frequently outside of the normal working hours due to 24x7x365 operation and support.

Knowledge and Skills Required:    

  • University degree or college diploma in Computer Science, Telecommunications, Engineering or equivalent work experience
  • At least 6 months experience in a Technical/Customer Support environment
  • Basic Linux/ Unix skills
  • Basic TCP/IP networking skills
  • Familiarity with internet based applications e.g. smtp, imap, ftp
  • Understanding of the concept of DNS
  • Experience using Open Office/ Microsoft Office
  • Experience in working with a ticketing system, wikis and knowledge bases would be an asset
  • Proven and extraordinary customer service skills
  • Excellent written/oral communication skills
  • Ability to take ownership and follow through to appropriate resolution
  • Exceptional analytical and problem solving skills with strong attention to detail
  • Self motivated and enthusiastic team player
  • Ability to deal effectively with constant change and conflicting priorities