Technical Customer Service Representative fmd EN

Job Summary:

The Technical Customer Service Representative primarily supports IONOS customers with their draganddrop website builders through inbound phone calls and email. Additional responsibilities of the position include assisting customers with their domains email ecommerce packages and various marketing tools associated with the website builder. Technical Customer Service Representatives also sell these products assist with billing issues and cancel packages as necessary.

Specific Responsibilities:

• Resolving customer issues via phone email and chat
• Troubleshooting a wide range of technical and billing concerns and educating customers about our products and processes
• Demonstrating both technical proficiency and effective soft skills in resolving customer issues
• Recommending and selling the right products and services based on customers business and personal needs
• Effectively managing queues to meet departmental goals and resolve incoming workload efficiently

Required Qualifications:

• High School Diploma or equivalent
• 12 years of customer service experience either in contact center retail or related field
• Strong written and spoken communication skills
• Ability to adapt to changing products and processes
• Ability to process and document phone calls chats and emails efficiently
• Ability to project a positive and helpful attitude to customers and colleagues
• Strong technical skills and familiarity with terminology (training will be provided for specific IONOS products)

Preferred Qualifications:

• Experience providing technical support to customers
• Experience with website construction and/or the website hosting industry

Physical Requirements and Working Conditions:

• The ability to perform the essential responsibilities of this job in our Philadelphia office on a hybrid basis.
• The ability to use a computer and telephone for extended periods of time to communicate create and access information.
• The ability to regularly sit or stand for extended periods of time

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this position. This job description is subject to change but remains in effect until superseded in writing by the Company.

Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.

About IONOS

IONOS is the leading European digitalization partner for small and mediumsized businesses (SMB). The company serves around six million customers and operates across 18 markets in Europe and North America with its services being accessible worldwide. With its Web Presence & Productivity portfolio IONOS acts as a onestop shop for all digitalization needs: from domains and web hosting to classic website builders and doityourself solutions from ecommerce to online marketing tools. In addition the company offers Cloud Solutions to enterprises who are looking to move to the cloud as their businesses evolve.

We value diversity and welcome all applications regardless of for example gender nationality ethnic or social origin religion disability age as well as sexual orientation and identity physical characteristics marital status or any other irrelevant factor subject to applicable law.