Job Description

TierraNet, Inc. is a Web Host/Domain Registration provider currently located in San Diego, CA. We are looking for someone to fill the position of Customer Service Representative with emphasis on technical support. If you are an individual who is eager to learn, tech savvy, and pumped to work for one of the best small businesses you could ask for in San Diego County, then TierraNet, Inc. might be the right fit!

Basic Responsibilities:
  • Maintain regular and consistent attendance and punctuality.
  • Maintain a calm and professional demeanor with customers and coworkers during periods of high volume.
  • Represent TierraNet in a courteous and professional manner.

Frontline support:
  • Answer phone calls from customers in an efficient, friendly, and professional manner.
  • Complete a communication log for every phone call, documenting the interaction with the customer for future reference.
  • Respond to trouble tickets with thorough, accurate, concise, and grammatically correct responses.
  • Meet average trouble ticket response goal of 1 hour.
  • When escalating tickets, provide input and feedback to reflect the effort taken on your part to attempt to solve the issue.
  • Promote a positive customer experience by acknowledging the customer's point of view.
  • Provide friendly, efficient, professional, and accurate chat support, when called for during working hours.
  • Note various issues that arise that could be automated to assist the customer in a more efficient manner, or prevent issues from occurring altogether.

Secondary Responsibilities:
  • Test new features and interfaces upon request from management.
  • Demonstrate initiative to take on new tasks.
  • Other general tasks as needed.

  • Types at least 60 WPM
  • Patience
  • At least 1 year of customer service experience
  • Knowledgeable in the use of the internet (functions, navigating, researching, etc.)
  • Prior experience with Microsoft Outlook and Word
  • Strong written, verbal and interpersonal skills
  • Strong problem-solving skills
  • Dependable and trustworthy, with positive and inquisitive attitude.
  • Ability to multitask, collaborate, and work well within a team environment.
  • Self-motivated and proactive

  • Some college preferred

  • Full Time
  • Willingness to work overtime on occasion


7 days ago - source