The Role
Provides technical customer support through tickets, email, and phone. Assists with account setup, Dynamic DNS, and product configuration; troubleshoots DNS, email, SSL, networking, and device issues; de-escalates customer concerns; communicates feedback to Product and Engineering; maintains documentation; reviews AI-generated Zendesk responses; and evaluates technologies.
Summary Generated by Built In
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
At TheCoTeam we are the Anti-Recruiters. We help companies hire for a fraction the price of recruiters and white-label the leading edge of their hiring process. We do this by:Crafting exceptional job postsPosting these job descriptions to sites to drive applicationsReview all inbound resumesInviting the most promising candidates to initial interviews (aka "Pre-Interviews")Assuring the appropriate alignment of skills/cultural fit/compensationPosting all interview notes, scorecards, and our assessment for reviewShort-listing the best candidates for 2nd Round interviews directly with the hiring companyThis saves companies at least 10hrs per role and allows them to focus on running their business!
Skills Required
- 3-5 years of customer service experience, including phone and email support
- Highly proficient written and verbal English
- Ability to clearly explain technical topics to non-technical users
- Ability to professionally de-escalate customer situations
- Comfort with networking, DNS, router setup, port forwarding, DNS record types, and SSL certificates
- Experience with Zendesk, Claude, ChatGPT, and HubSpot
- Spanish language proficiency
- Ability to work hybrid in Reno, Nevada, 2-3 days per week in office
- Availability for full-time work, four 10-hour days, including weekends as needed
Am I A Good Fit?
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The Company
What We Do
TheCoTeam provides services to attract talent, process applicants, and connect companies with qualified candidates, often at a reduced cost. They also offer coaching and consulting to help businesses run more efficiently.
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