Website Support Specialist (DNS)

Requirements

Responsible for handling DNS, domain, website connectivity, and email-related issues in a customer support and production capacity. The DNS Web Support Specialist interacts with internal departments, external clients, and third-party vendors to investigate issues, identify root causes, and implement solutions that support the long-term success of our clients' digital assets. This role requires strong customer service skills, technical curiosity, and the ability to learn and apply new information in a constantly evolving environment.

Responsibilities

• Receives inbound calls regarding domains and email issues.
• Makes outbound phone calls to clients to assist with DNS issues as needed.
• Researches and investigates hosting issues and provides prompt resolutions.
• Contacts vendors to resolve domain and email hosting issues.
• Secures and purchases new domains for clients.
• Monitors personal Outlook inbox and Teams group chat for internal and 3rd party vendor-related updates and issues.
• Monitors DNS team shared Omni Channel to promptly resolve client issues.
• All other duties as needed and assigned.

Skills

• Excellent written and verbal communication skills.
• Skilled at providing client-focused interactions, creating positive experiences for Hibu’s clients.
• Strong investigative, analytical, and problem-solving skills.
• Comfortable 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 impacting production to management in a timely and effective manner.
• Strong time-management, prioritization, and organizational skills, with the ability to manage multiple responsibilities simultaneously.
• Strong working knowledge of Microsoft Office Suite.
• 1-2 years’ experience supporting customers through inbound phone and email queues while managing competing priorities and follow-up responsibilities.
• Strong internet literacy and the ability to navigate unfamiliar websites, systems, applications, and online resources.
• 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).