You Are: • A customer-first problem solver who enjoys helping people and making technical concepts easy to understand. Youʼre patient, resourceful, and calm under pressure, with the ability to multitask and stay organized in a fast-paced environment. You take ownership of issues and are motivated by delivering great customer experiences. You Have: • Comfort working with technical concepts like networking, DNS, or device configuration (router setup, port forwarding, DNS record types and SSL certificates), and can explain them clearly to non-technical users. Your Location: • Hybrid, 2-3 days in-office • Our Office: 425 Maestro Dr Second Floor, Reno, NV 89511 Your Schedule: • Full-Time | 40 Hours Per Week | Four 10-hour days • Standard Business Hours, including weekends (flexibility as needed) Your Language Skills: • English: Required (Highly Proficient Written & Verbal) • Spanish: Preferred Your Manager: • Customer Success Manager • Delivering timely, effective, and technically accurate assistance (Tickets/Email/Phone) • Assist customers with account setup, Dynamic DNS, and product configuration • Troubleshoot DNS, email, SSL, and network/device-related issues • Identify customer pain points and share feedback with Product and Engineering • Maintain support articles and internal documentation • Help review and improve AI-generated answers in Zendesk • Test and evaluate technologies • 3-5 years of customer service (including phone/email support) • Able to clearly explain technical topics • Ability to professionally de-escalate customer situations • Software: Help Desk (Zendesk), AI (Claude, ChatGPT), CRM (Hubspot) • $22-$30/hr • Annual bonus (8%) tied to company, department, and individual performance • 401k w/ match • Health, Dental, Vision - 100% covered! • 20 days PTO + 1 week paid holiday closure • 9 Paid Holidays • Professional development reimbursement