GAO - Advanced Technical Support

Advanced Technical Support

The ideal candidate for this role will gain an advanced understanding of troubleshooting technologies both unique to Godaddy and also standard to the email world. You will have the opportunity to work with senior individuals in these role and gather the understanding and skills to troubleshoot and maintain multiple environments as well as incident management on a single and multiple customer-facing level.

Responsibilities

• Provide advanced support via chat, and accompanying support via phone when necessary.
• Provide technical/product support for related departments including Fraud, OCEO, Domain Services, Development groups, and Product Managers
• Handle escalated incidents through JSD/JIRA
• Test and assist in the resolution of system and process issues within the call center environment.
• Test and assist in providing a conduit of communication between the call center and the development teams.
• Assist management in developing approaches to address system and service challenges and opportunities.
• Candidate must possess especially strong knowledge and be versed in the Help Articles, Sharepoint, Confluence, and General GoDaddy Product Knowledge.
• Admin tasks, data analysis, updating KEDB/Jira, and sending updates to C3 guides.

Email Advanced Technical Support

The Email Advanced Technical Support Team is committed to providing our internal and external customers with World Class Customer Service.  They pride themselves on:

• High quality support to ensure that the Customer Care team members can learn and troubleshoot GoDaddy products as effectively as possible.
• Promoting first contact resolution and customer retention.
• Being the primary technical resource for call center operations.
• Ensuring that issues are identified with urgency and are managed until resolution.

Responsibilities

• Provide immediate Advanced Support via chat, and accompanying support via alternative contact methods (Slack/Skype/email/phone) when necessary
• Provide technical/product support for related departments including: Fraud, OCEO, Domain Services, Development groups and server administrators
• Handle escalated incidents through Jira Service Desk and IRIS
• Identify and assist in the resolution of system and process issues within the call center environment
• Assist in providing a conduit of communication between the call center and the development teams
• Assist management in developing approaches to address system and service challenges and opportunities
• Be well versed in Help2.0, Confluence, ATS Wiki, Care tools, and ATS Tools.

Advanced Technical Support

• Minimum of six months experience with GoDaddy.
• Must meet or exceed 6-month PDP score and not on PIP.
• No Disciplinary Actions within the 60 days prior to the date of application.
• A solid understanding of Domains, DNS, Workspace, Office365 email, SiteBuilders, and internet-based products and services.
• Excellent verbal and written communication skills.
• Fluency in the English language.
• Customer service-oriented.
• Great attention to detail.
• Strong decision-making skills
• High sense of urgency.
• Capacity to learn quickly.
• Excellent relationship building skills, proven ability to turn frustrated customers to happy customers.
• Ability to multi-task, prioritize and work independently.
• Exceptional attendance record.
• Flexible with work schedule.
• Can work under pressure.

Email Advanced Technical Support

• Solid knowledge of pop/imap email and Open-Xchange email services
• Advanced knowledge of Microsoft 365 and Add-on Products.
• A solid understanding of domains and DNS
• Excellent verbal and written communication skills
• Customer service oriented
• Great attention to detail
• Strong decision making skills
• High sense of urgency
• Capacity to learn quickly
• Excellent relationship building skills, proven ability to turn frustrated customers into happy customers
• Ability to multitask, prioritize and work independently
• Exceptional attendance record
• Flexible with work schedule

Here’s what you need:

• No final written warnings within the 60 days prior to the date of application, or receive a FWW at any time during the hiring process up until the start date for the new position
• Must meet or exceed all minimum performance requirements (as applicable) in current position during the 30 day period prior to the date of application. Please check your stats using the internal link to the C3 Dashboard
• Applicants during the 30 day period prior to the date of application cannot be on a Performance Improvement Plan (PIP) or receive a PIP at any time during the hiring process up until the start date for the new position.

All your information will be kept confidential according to EEO guidelines.