Customer Advisor - Retail - Remote

Tucows (NASDAQ:TCX, TSX:TC) is possibly the biggest Internet company you’ve never heard of. We started as a simple shareware site in 1993 and have grown into a stable of businesses; mobile, internet and domains.

We embrace a people-first philosophy that is rooted in respect, trust, and flexibility. We believe that whatever works for our employees is what works best for us. It’s also why the majority of our roles are remote-first, meaning you can work from anywhere you can connect to the internet!

Today, close to a thousand people work in over 16 countries to help us make the Internet better. If this sounds exciting to you, join the herd!

About The Role

Customer Service Advisors at Tucows are the first and only point of contact for our customers.

Our focus is on customer service. That means talking on the phone with customers for hours on end, the continual pressure that comes from the non-stop flow of questions. We seek out individuals who understand and embrace this, and we’ve built a team of Customer Service Careerists who thrive in these conditions.

Our customers are small business owners, entrepreneurs, and every day people who come to us for their domain management and hosting needs. They are passionate, driven and want to see their own personal brand online! It's our role as Support Advisors to be as passionate and as driven as they are! Our customers need us for a variety of reasons - we are here to assist with their domain management, premium hosting, SSL certification and hosted email needs. Troubleshooting an issue is what we live for and our customers know that when they contact us for support, we are always here to help them.

What You'll Be Doing

• Tailor your communications to match your customers' skill level and conversational style.
• 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.
• Raise widespread issues or patterns through defined channels.
• 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.

What You'll Bring

• You are highly organized, quality-minded and able to focus on detail.
• This is a fast-paced and customer-centric role - you will need to show persistence, calm and control under sometimes stressful conditions.
• You have strong critical thinking skills and can quickly resolve issues based on experience and information provided while maintaining a positive customer experience.
• You understand our customer’s needs and make sure that they have the services that fit for them - whether for existing or potential customers.
• 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 aren’t afraid to ask questions when you don't know or don't understand and you have an ability to integrate those answers into a growing understanding of the technical environments your customers work in.
• You can collaborate and share, not only with your peers but with everyone you work with.

Nice To Have

• Ability to flex your working hours depending on need - we are a 24x7 team.
• Basic understanding of some of the following (domains, email, SSL, traceroute, dig, telnet, whois, etc.)

Want to know more about what we stand for? At Tucows we care about protecting the open Internet, narrowing the digital divide, and supporting fairness and equality.

We also know that diversity drives innovation. We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

Learn more about Tucows, our culture and employee benefits on our site here.