Customer Support Agent

il y a 3 jours

Leudelange, Luxembourg EuroDNS Temps plein

EuroDNS (www.eurodns.com) is Luxembourg's leading provider of domain name registration, and offers over 1000 weird and wonderful domain names, all with first-class service and a smile.

EuroDNS has been managing domain names for our customers since 2002, and is an ICANN accredited domain registrar; this means we are licensed to register domain names directly with the world's domain registries.

During this time, we have built strong relationships with over 90 registries worldwide, and worked with thousands of fantastic customers.

We are currently looking to hire one motivated, dynamic and knowledgeable:

Customer Support Agent (m/f)

(Permanent position, full time, based in Leudelange)

What the Customer Support Agent position means for us:

  • Lead and manage customer inquiries through various channels (email, phone, live chat), providing expert-level support for domain-related questions and issues.
  • Act as an escalation point for junior agents, providing guidance, mentorship, and assistance with resolving difficult customer concerns.
  • Provide in-depth technical support to customers, explaining complex concepts in simple terms, and helping them navigate the domain name registration and management process.
  • Collaborate with internal teams (technical support, product, sales) to address issues requiring cross-functional expertise.
  • Monitor and improve customer support processes, ensuring that team members follow best practices and deliver high-quality service.
  • Stay informed on the latest trends in the domain name industry, updates to company products, and emerging technologies to provide the best advice to customers.
  • Create and maintain knowledge base articles and FAQs for customers and internal teams.
  • Review and manage customer feedback, helping the company to refine its services and offerings based on customer needs.
  • Assist in onboarding and training new team members, ensuring they understand processes and service standards.

Our vision of the ideal candidate…:

Required Skills:

  • Minimum of 3 years of experience in a customer service or technical support role, ideally within the domain name, hosting, or technology industry.
  • Proven experience providing expert-level customer support, with a strong ability to manage and resolve complex issues.
  • Excellent verbal and written communication skills in English; German, Spanish or French, with the ability to communicate technical information to non-technical users.
  • Strong leadership skills, with the ability to mentor and support junior staff.
  • Advanced knowledge of domain name registration, DNS management, web hosting, and email services.
  • Proficient in using customer support tools (CRM software, ticketing systems, live chat platforms).
  • Exceptional problem-solving abilities and attention to detail.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Positive attitude with a passion for delivering excellent customer service.
  • A proactive, customer-centric mindset with the ability to identify opportunities for process improvement.

Desired or to be acquired criteria:.

  • Experience with domain name transfer, DNS configurations, and web hosting technical support.
  • Familiarity with domain management tools and platforms.
  • Knowledge of common website technologies and hosting services.
  • Must be able to learn, understand, and apply new technologies.
  • Show a strong ability to communicate at all levels, both inside and outside the company

Why join EuroDNS?

  • You will be part of a young, convivial, and challenging environment with enthusiastic colleagues
  • You want to join a fast growing and highly internationalized company
  • Opportunities for career growth and advancement within the company.

Our team?

  • Passionate people, who grow knowledges and responsibilities with the same objectives, developed our company.

If you are a customer support expert with a passion for the domain industry and enjoy solving complex challenges, we want to hear from you.

Do not wait and submit your application in English, to the attention of Mrs. Brischetto Sabrina – Head of HR.


APCT1_LU

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