Do you enjoy solving tricky problems and helping people fix their online services? At Team Internet, the Tier 2 Customer Care Agent role lets you use your technical skills to support customers and keep their websites and domains running smoothly. You’ll handle advanced issues in DNS, domain management, and hosting, becoming the expert customers rely on. Senior Tier 2 agents also help improve processes and guide team collaboration across our global support operations.
Primary Responsibilities (Training included)
- Provide advanced technical support for domain registration, DNS management, and related services.
- Collaborate with Tier 1 agents to handle escalations and ensure timely resolution of customer issues.
- Diagnose and troubleshoot technical problems using API logs, system logs, and command-line tools.
- Resolve DNS-related issues, including zone management and record modifications.
- Troubleshoot hosting-related issues, including file management, database connectivity, and email configurations.
- Document all technical resolutions in the ticketing system.
Knowledge and Skills
- Strong understanding of APIs, RestAPI, and EPP protocols.
- Proficiency in DNS concepts, hosting environments, and web technologies.
- Ability to analyze and interpret system and API logs.
- Strong problem-solving skills with a focus on root-cause analysis.
About you
- Have a passion for being a customer care agent
- Bring demonstrable experience in API development or DNS management
- Enjoy a fast-paced environment
- Be able to understand our products
- Be curious, research, and ask questions
- Be result and target driven
- Demonstrate excellent communication skills, both oral and in writing
- Have exceptional organisational skills and attention to detail
- Be a creative thinker, always thinking “how can we”
- Show a strong desire to succeed and make a difference
- Experience and skills that will help you succeed
- Excellent problem-solving skills and the ability to work independently
- Self-motivated and able to work with minimal supervision, demonstrating initiative and leadership in driving improvements
What’s in it for you?
There are many reasons to come on board our team of talented professionals, but here are just a few…
- We are collaborative, fair, consciously inclusive, and flexible
- We trust, value, and support our people to make the difference
- We believe that diversity of thought and experience provides the platform for innovation and creativity
- We invest in the development of our people to drive our ambitions forward
- We offer a range of benefits (including your choice of tech) and a competitive package
- We offer a great work environment in an internationally successful enterprise in the online services industry
Application Steps
- Apply
- Application Review
- Initial Phone Screen
- First Interview
- Final Interview
- Hiring Decision