About the company
Openprovider is an ICANN-accredited domain registrar and technology company founded in 2004 in Rotterdam, Netherlands. Now we are a team of 70 people, working fully remotely from the Netherlands, Spain, Russia, Sri Lanka, India, Poland, and Australia.
All Openprovider employees work on a fully remote basis and without any geographical limitations. You don’t have to go to the office each day and deal with traffic or painful commutes. All you need is yourself, a laptop and a cup of coffee.
We support a healthy work/life balance and constantly strive to improve this aspect more and more every day. We support a flexible schedule and are 100% performance and result-oriented.
About the role
You will join the Customer Support team of Openpprovider and will report to the Head of Support. Your mission will be to grow Openprovider as a self-service platform while delivering the best quality support in the branch.
Ensure Openprovider service availability and customers’ satisfaction by resolving customers’ issues quickly and correctly, properly assessing and timely escalating the rest to the right people
Maintain and improve knowledge base increasing self-service for internal and external customers
Improve internal processes and generate automation proposals to reduce support workload
Work according to the KCS guidelines in order to contribute towards the goals of “0 Support”.
Competences / Mindset:
Written and spoken English
Written and spoken Spanish
Strong written and spoken communication skills
Accountability for his/her work and actions
Ability to search, gather, structure and systematise new and existing knowledge well and put in on paper
Empathy with peers and customers
Managing others' expectations
Proactiveness in day-to-day operations & communications with peers and customers
Politeness and patience in communications with peers and customers
Being able to multitask (phone, chat, email) and stay focused on daily work
Able to understand and assess the impact of an issue accordingly and escalate it to the correct department if necessary
Capacity and willingness to learn and improve his/her soft/hard skills and techniques
Ability and desire to work efficiently without direct supervision
Nice to have (not required):
Experience in Customer Support
Experience in the web domains industry
Ability to read and understand dns zones / dns resolving / nameservers
Spamexperts / Mailservers / mailheaders
Understanding of Plesk licenses / management
Experience with writing custom API based scripts
Ability to read (API) logs
Basic understanding of Linux
Written and spoken English
Our core values