Webnames.ca – Bilingual (French/English) Customer Support

Job Summary:

The successful candidate will provide bilingual technical support to customers over the phone and by e-mail regarding domain registrations, domain renewals, domain transfers, account modifications, web hosting, email service, Webnames.ca Web Builder, SSL certificates, domain forwarding, email forwarding and other related duties.

Although the position is mainly support oriented, the candidate is expected to participate in a team environment and to assist other key areas of the organization including sales, marketing, corporate accounts, etc.

The position involves handling high volumes of enquiries. The candidate must possess: excellent phone etiquette; excellent computer skills; a high attention to detail; the ability to follow specific guidelines and criteria; excellent time-management and organizational skills.

Previous experience in technical support within the domain name or web hosting industry preferred.

Organizational Status:

Reports to Support Manager and to COO.

Term, Hours and Remuneration:

Position is full-time, permanent with a three-month probationary period

Hours are 6am to 2pm Mondays to Fridays
(Schedule is subject to change if required)

Excellent benefits package after a three-month probationary period. Annual performance bonus. Salary commensurate with experience

Responsibilities:

Learns and masters the Webnames.ca Helpdesk system as well as all rules and regulations of the various domain registries
Provides technical support to customers over the phone and by e-mail regarding domain registrations, domain renewals, domain transfers, account modifications, web hosting,Webnames.ca Web Builder advanced DNS, IP Pointing, email service, domain forwarding, email forwarding and other related duties.
Handling outbound calls reminding customers of their renewals
Ensures customer satisfaction and loyalty
Assists with clerical duties
Assists with testing of new systems, features and services
Participates in team environment and assists other key areas of the organization where a need is determined including but not limited to sales, marketing, corporate accounts
Qualifications:

Previous experience in technical support within the domain name or web hosting industry preferred.
Ability to provide technical support regarding web hosting accounts, Primary and Secondary DNS services (eg. can assist customers in setting up “A” records, “MX” records and “CNAME” records for their hostnames), as well as handling Eudora, Outlook and Outlook Express email set-up required.
Ability to speak and write French fluently required including ability to translate technical language.
Familiarity with domain name registration, Domain Name Systems (DNS), and back-end Internet structure are definite assets.
Strong work ethic plus ability to multi-task and be flexible to take on shifting priorities and to do a wide range of job duties.
1-2 years experience in customer support/customer relations. Excellent telephone etiquette and effective oral and written communication skills a must.
Passion for customer service and ability to foster and develop customer loyalty
Conflict resolution skills and ability to proactively and independently solve problems required
Must have ability to follow specific guidelines and criteria and use good judgment in problem solving and decision-making.
Ability to exercise tact and discretion and can be entrusted with confidential information.
Effective organizational and interpersonal skills required. Must be able to work in a team environment
Excellent computer skills. Must be able to use a PC and web-browser and specifically, MS Word, MS Excel, Internet Explorer, Outlook and Outlook Express. Knowledge of html, and FTP are definite assets
Sales and marketing experience are definite assets.

Fax cover letter and resume to Shawn Yakobina 604-633-3174.

No phone enquiries please