Customer Success Representative

About the role

No-IP is hiring a Customer Success Representative in Reno, Nevada, on a hybrid basis (2-3 days in the office at 425 Maestro Dr, Reno, NV). The role delivers timely, technically accurate support by ticket, email and phone, and works closely with the Customer Success Manager. The schedule is full-time, 40 hours per week, four 10-hour days, during standard business hours including weekends.

Key responsibilities

• Deliver timely, effective and technically accurate assistance by ticket, email and phone
• Help customers set up accounts, configure Dynamic DNS and set up products
• Troubleshoot DNS, email, SSL and network or device issues
• Identify customer pain points and share feedback with Product and Engineering
• Maintain support articles and internal documentation
• Help review and improve AI-generated answers in Zendesk
• Test and evaluate technologies

Required profile

• 3-5 years of customer service experience, including phone and email support
• Comfortable explaining technical topics such as networking, DNS, router setup, port forwarding, DNS records and SSL certificates to non-technical users
• Able to de-escalate customer situations professionally
• English highly proficient, written and verbal; Spanish preferred

Required skills

• Help desk software (Zendesk)
• AI tools (Claude, ChatGPT)
• CRM (HubSpot)

What we offer

• $20-$25 per hour
• Annual bonus of 8% tied to company, department and individual performance
• 401k with match
• Health, dental and vision fully covered
• 20 days PTO plus a week of paid holiday closure and 9 paid holidays
• Professional development reimbursement