Overnight Customer Support Advisor, Tucows

• This is a fast-paced and customer-centric role - you will need to show persistence, calm and control under sometimes stressful conditions
• You are highly organized, quality-minded and able to focus on detail
• Our most successful Advisors are warm, friendly, upbeat, put a premium on communication, establishing rapport with our customers and other employees and prize helping other people
• You understand our customer’s needs and make sure that they have the services that fit for them - whether for existing or potential customers
• You can collaborate and share, not only with your peers but with everyone you work with
• You aren’t afraid to ask questions when you don't know or don't understand and you have the ability integrating those answers into a growing understanding of the technical environments your customers work in
• You have strong critical thinking skills and an ability to quickly resolve issues based on experience and information provided while maintaining a positive customer experience
• You have a good understanding of Inter-networking including switches, routers, servers, cables, racks, Firewalls, LAN, WAN, TCP/IP, DNS, latency, etc

Desirable

• Provide direct assistance to our customers (external and internal) and work with them to resolve their concerns via Voice, Email and Chat
• Own each help request, treating each customer with the utmost care, realness, integrity and timeliness
• Document relevant details to help customers and your colleagues with future requests
• Search our knowledgebase, training materials and rely on the experience of colleagues, seniors and managers to seek solutions
• Raise widespread issues or patterns through defined channels
• Tailor your communications to match your customers' skill level and conversational style