Technical Support Representative

Verisign•Reston, VA

8h•$61,600 - $83,400•Hybrid

About The Position

Verisign helps enable the security, stability, and resiliency of the internet. We are a trusted provider of internet infrastructure services for the networked world and deliver unmatched performance in domain name system (DNS) services. We are a mission focused, values driven company where each individual can contribute to building a stronger, more secure internet. We offer a dynamic and flexible work environment with competitive benefits and the ability to grow your career. Verisign is seeking a Technical Support Representative II to address all customer and client concerns regarding the technical aspect and troubleshooting of the Verisign suite of products and services. The technical support representative will be responsible for providing information and hands-on support to customers across all Verisign products. This position reports to a Supervisor/Team Lead and will provide resolutions to a diverse range of technically complex problems. Candidates for this position should look forward to working in a fast-paced, complex team-oriented environment, and must be a highly skilled communicator with strong interpersonal and customer service skills. Our corporate culture focuses on strong teamwork and individual accountability, and it also emphasizes excellence in customer service.

Requirements

Bachelors/Equivalent Experience and 2+ years' experience and ability to speak additional language(s) are a plus. Industry standard certification e.g. MCSE, CCNA, CAPM, PMP is highly desirable.
Demonstrated use of troubleshooting and systems inspection software to assist customers and properly diagnose the root cause of their technical issue, while providing a time bound and accurate resolution
Background in customer relations and information technology with knowledge in the use of computer applications and prescribed troubleshooting and problem-solving mechanisms for technology
Possess strong customer service and interpersonal skills such as telephony skills, active listening and customer care
Ability to multi-task and adapt to changes quickly
Self-motivated with the ability to work in a fast-moving environment
Must be able to work well with others in a team environment
Excellent written and oral communication skills
Proficient knowledge of Microsoft Windows OS, Linux
Proficient in Microsoft Office Word, Excel, Access, PowerPoint and Outlook
Strong knowledge of web browsers, DNS, networking protocol, HTML, DNSSEC, IPV6, TCP and SMTP
Customer focused and follows-through
Effective problem solving and analytical skills
Ability to quickly adapt to new technology and terminology
Ability to work individually as well as in a team environment
Proactive, self-directed, attention to detail and organized
Experience using Salesforce CRM and ability to speak additional language(s) are a plus

Responsibilities

Provides complex technical support to clients via email, phone, or other methods.
Serves as an escalation point for team members
Responsible for maintaining a professional and satisfied relationship with clients and customers by providing product and service troubleshooting while educating about the features and benefits of their purchase.
Utilize the Customer Service Knowledge Base and proprietary troubleshooting techniques to resolve a customer’s technical issue in a timely and cost-effective manner.
Communicates with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Recommends and develops content of common issues/resolutions within the Customer Service Knowledge Base.
Analyzes and resolves product/ service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Accurately identify customer needs, gathers information and documents complex customer issues through the Sales force CRM tool.
Assist with loyalty callbacks to maintain high levels of customer satisfaction.
Provide accurate, courteous and timely response and to customer comments/questions.
Adhere to the technical support organization standard operating procedures and escalation guidelines.
Possesses deep understanding of the Verisign’s products and services.