Customer Service- Website Support

Hibu • King of Prussia, PA

6d • Hybrid

About The Position

The DNS Web Support Specialist handles DNS, domain, website connectivity, and email-related issues in a customer support and production capacity. The role works with internal departments, external clients, and third-party vendors to investigate issues, identify root causes, and implement solutions that support clients’ digital assets. It requires strong customer service skills, technical curiosity, and the ability to learn and apply new information in a constantly evolving environment.

Successful specialists are curious, detail-oriented, and comfortable investigating unfamiliar situations. They verify information before acting and distinguish between resolving an immediate issue and addressing its underlying cause. DNS experience is beneficial, while communication, research, and continued learning are also important. Mastery develops over time through training, experience, and exposure to real-world scenarios.

Requirements

• Excellent written and verbal communication skills.
• Ability to provide client-focused interactions and create positive experiences for Hibu’s clients.
• Strong investigative, analytical, and problem-solving skills.
• Comfort researching unfamiliar topics, evaluating information from multiple sources, and determining next steps when information is incomplete.
• Demonstrated ability to learn complex processes and adapt to changing requirements in a dynamic environment.
• Proactive in bringing issues affecting production to management in a timely and effective manner.
• Strong time-management, prioritization, and organizational skills, including the ability to manage multiple responsibilities simultaneously.
• Strong working knowledge of Microsoft Office Suite.
• 1–2 years of experience supporting customers through inbound phone and email queues while managing competing priorities and follow-up responsibilities.
• Strong internet literacy and ability to navigate unfamiliar websites, systems, applications, and online resources.

Nice To Haves

• Working knowledge of DNS concepts and records, including A, CNAME, MX, TXT, and Nameserver records.
• Experience interpreting DNS information and understanding the relationship between domains, websites, email, and other domain-supported services.
• Experience supporting technical products, services, websites, hosting, email, telecommunications, internet services, or SaaS platforms.
• Experience interpreting technical information and translating it into customer-friendly language.
• Familiarity with DNS lookup and diagnostic tools.
• Familiarity with File Transfer Protocol (FTP).

Responsibilities

• Receive inbound calls about domain and email issues.
• Make outbound calls to clients to assist with DNS issues as needed.
• Research and investigate hosting issues and provide prompt resolutions.
• Contact vendors to resolve domain and email hosting issues.
• Secure and purchase new domains for clients.
• Monitor a personal Outlook inbox and Teams group chat for internal and third-party vendor updates and issues.
• Monitor the DNS team’s shared Omni Channel to promptly resolve client issues.
• Perform other duties as needed and assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed