About this role
You Are:
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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:
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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:
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Hybrid, 2-3 days in-office
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Our Office: 425 Maestro Dr Second Floor, Reno, NV 89511 Your Schedule:
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Full-Time | 40 Hours Per Week | Four 10-hour days
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Standard Business Hours, including weekends (flexibility as needed) Your Language Skills:
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English: Required (Highly Proficient Written & Verbal)
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Spanish: Preferred Your Manager:
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Customer Success Manager
Your Contribution to No-IP:
- 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
Qualifications:
- 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)
No-IP’s Contribution to You:
- $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