Careers at Webnames.ca
Thank you for your interest in pursuing a career with Webnames.ca. Please submit your resume by e-mail to careers@webnames.ca or by fax at 604-633-3174. Resumés will be kept on file for a period of six months.
About Webnames.ca
Webnames.ca is a great place to work and grow with excellent opportunities for career development and advancement. Excellent benefits package include Medical, Extended Health, Vision Care, Dental, Life Insurance, and two weeks vacation to start increasing to three weeks after the first year. Outstanding perks include: annual performance bonuses, education benefit, fitness benefit, employee of the quarter awards and more. Join our award winning team today!
Email your cover letter and resume to careers@webnames.ca or fax to 604-633-3174. No phone enquiries please.
Current Opportunities
Webnames.ca Inc. Bilingual Customer Support Representative
Posted August 23, 2010
Company BackgroundWebnames.ca Inc. is a domain name registrar and provider of web hosting and other Internet services. Located in historic Gastown, the organization thrives on an exciting, high-paced team environment. We are a spinoff of the original .CA domain registry which operated out of the University of British Columbia between 1987 and 2000.
We attribute our continued growth and success to our effective services, powerful systems and our unsurpassed commitment to supporting and servicing our customers in a professional, ethical and straightforward manner. In addition to being the leading .CA domain registrar, Webnames.ca also sells and supports other generic Top Level Domains such as COM, .NET, .ORG, .INFO, BIZ, .MOBI and .TEL and other cc TLDs such as US and .CN. For more information on Webnames.ca see
http://www.webnames.ca.
Job SummaryThe successful candidate will provide bilingual technical support to customers over the phone and by e-mail regarding domain registrations, domain renewals, domain transfers, DNS modifications, email services, web hosting, Webnames.ca Web Builder, SSL certificates, account modifications and other related duties.
Although the position is mainly support oriented, the candidate is expected to participate in a team environment and to assist other key areas of the organization including sales, marketing, corporate accounts, etc.
The position involves handling high volumes of enquiries. The candidate must possess: excellent phone etiquette; excellent computer skills; a high attention to detail; the ability to follow specific guidelines and criteria; excellent time-management and organizational skills.
Previous experience in technical support within the domain name or web hosting industry preferred.
Organizational StatusReports to Contact Centre Manager and to Chief Operating Officer.
Term, Hours and RemunerationPosition is full-time, permanent, and hours will range between 6:00 AM – 5:00 PM Monday to Friday. These hours are subject to change, and may include weekends in the future.
Excellent benefits package after a three-month probationary period. Salary commensurate with experience – Range from $28,000 per annum to $38,000 per annum (top end applies only to those who have extensive, relevant experience through another registrar, ISP or hosting provider, fluency in written and spoken French, sales experience)
Qualifications• Passion for customer service and proven ability to foster and develop customer loyalty
• Previous experience in technical support within the domain name or web hosting industry preferred.
• Familiarity with domain name registration, Domain Name Systems (DNS), Web hosting, email, and back-end Internet structure are definite assets.
• Ability to provide technical support regarding web hosting accounts, Primary and Secondary DNS services (eg. can assist customers in setting up “A” records, “MX” records and “CNAME” records for their hostnames), as well as handling customer email client set-up required.
• Prior experience with hosting control panels such as Plesk and cPanel, as well as extensive knowledge of underlying technologies, including LAMP and WISA
• Ability to speak and write French fluently required including ability to translate technical language.
• Strong work ethic plus ability to multi-task and be flexible to take on shifting priorities and to do a wide range of job duties
• 1-2 years experience in customer support/customer relations. Excellent telephone etiquette and effective oral and written communication skills a must.
• Conflict resolution skills and ability to proactively and independently solve problems required
• Must have ability to follow specific guidelines and criteria and use good judgment in problem solving and decision-making.
• Ability to exercise tact and discretion and can be entrusted with confidential information.
• Effective organizational and interpersonal skills required. Must be able to work in a team environment
• Excellent computer skills. Must be able to use a PC and web-browser and specifically, MS Word, MS Excel, Internet Explorer, Outlook and Outlook Express. Knowledge of html, and FTP are definite assets
• Sales and marketing experience are definite assets.
General Duties• Learns and masters the Webnames.ca Helpdesk system as well as all rules and regulations of the various domain registries
• Provides front line technical support to customers over the phone and by e-mail regarding domain registrations, domain renewals, domain transfers, account modifications, web hosting, Webnames.ca Web Builder, DNS Records, IP Pointing, Email services, domain privacy services, and other related technologies and services.
• Fields advanced support issues pertaining to hosting support, including code, database, and architecture and also including site deployments and migrations.
• Ability to act as a customer facing consultant in the area of web hosting packaging and features.
• Handles outbound calls reminding customers of their domain and package renewals
• Ensures customer satisfaction and loyalty
• Assists with testing of new systems, features and services
• Contributing to the Company Blog
• Participates in team environment and assists other key areas of the organization where a need is determined including but not limited to sales, marketing, corporate accounts
Please email careers@webnames.ca. No telephone enquiries please.
Webnames.ca would like to thank all applicants to our opportunities. Please check back for new postings.
