Job Role/Title: Customer Support Executive-Transfer agent & Support
Position Overview:
We are seeking a diligent and customer-focused Transfer Agent & Support Member to join our team. This
role involves facilitating domain transfers, assisting customers with inquiries, and providing excellent
technical support. The ideal candidate will be detail-oriented, have strong communication skills, and be
capable of handling multiple tasks efficiently.
Key Responsibilities:
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Domain Transfers:
Manage the transfer of domain names for clients, ensuring all processes are smooth and completed in a time manner.
Unlock domains, retrieve authorization codes, and coordinate with external registrars to facilitate domain transfers.
Troubleshoot and resolve any issues related to domain transfers or registrar-related processes.
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Customer Support:
Provide exceptional customer support via email, chat, or phone, addressing client concerns and resolving issues related to domain handover, and account management.
Assist customers with account inquiries, domain management tasks, and technical issues related to the Product services.
Maintain detailed records of customer interactions and issues to ensure follow-up and resolution.
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Account Management & Technical Support:
Assist in the management of customer accounts, helping clients to update contact information, DNS settings, and domain configurations.
Provide troubleshooting assistance for common technical issues, such as email configuration, DNS problems, and website setup.
Collaborate with other departments to resolve more complex issues that may require further technical expertise.
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Documentation & Reporting:
Ensure accurate documentation of domain transfers, customer interactions, and support tickets.
Generate reports as needed regarding customer issues, transfer statuses, and other key metrics.
Requirements:
Proven experience in customer support or technical support roles, preferably in a domain registration or hosting environment.
Familiarity with domain management processes, domain transfer protocols, and registrar tools.
Strong communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical customers.
Ability to troubleshoot technical issues and offer practical solution.
Detail-oriented, organized, and able to manage multiple tasks efficiently.
A positive, customer-first attitude with a desire to go above and beyond in assisting clients.