Customer Success Representative

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) $20-$25/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