Hibu is looking for a Website Support Specialist! This person would be responsible for handling DNS issues in a customer support and production capacity. The DNS Web Support Specialist will interact with several internal departments, external clients, and vendors on a daily basis to ensure sites are set live and secure. Responsible for answering Five9 Call Queue calls and addressing incoming emails.

Responsibilities:

• Receives inbound calls regarding domains and email issues.
• Makes outbound phone calls to clients to assist with DNS issues as needed.
• Researches and investigates hosting issues and provides prompt resolutions.
• Contacts vendors to resolve domain and email hosting issues.
• Secures and purchases new domains for clients.
• Monitors personal Outlook inbox and Teams group chat for internal and 3rd party vendor-related updates and issues.
• Monitors DNS team shared Omni Channel to promptly resolve client issues.
• All other duties as needed and assigned.

This role is directly client-facing and a significant part is telephone based customer interaction. As a result, the employee is representing Hibu and needs to provide a positive experience for our clients. In addition to client interaction, there is regular contact with internal operations departments, sales reps and managers, as well as third parties working with our clients.

Skill Requirements:

• Excellent written and verbal communication skills.
• Skilled at providing client-focused interactions, creating positive experiences for Hibu’s clients.
• Adaptable, able to quickly learn new products and processes.
• Proactive in bringing issues impacting production to management in a timely and effective manner.
• Strong time management skills.
• Ability to complete multiple priorities simultaneously.
• Strong working knowledge of Microsoft Office Suite.
• Ability to handle multi-line phone system.
• Familiarity with multiple web browsers (Chrome, Edge, etc.)
• 1-2 years’ experience as a customer-service agent.

Preferred Skills:

• Experience working with DNS tools.
• Familiarity with File Transfer Protocol (FTP.)

• Receives inbound calls regarding domains and email issues.
• Makes outbound phone calls to clients to assist with DNS issues as needed.
• Researches and investigates hosting issues and provides prompt resolutions.
• Contacts vendors to resolve domain and email hosting issues.
• Secures and purchases new domains for clients.
• Monitors personal Outlook inbox and Teams group chat for internal and 3rd party vendor-related updates and issues.
• Monitors DNS team shared Omni Channel to promptly resolve client issues.
• All other duties as needed and assigned