Technical Support Specialist

Job TitleYou Are:A customer-first problem solver who enjoys helping people and making technical concepts easy to understand. You're 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-officeOur Office: 425 Maestro Dr Second Floor, Reno, NV 89511Your Schedule:Full-Time | 40 Hours Per Week | Four 10-hour daysStandard Business Hours, including weekends (flexibility as needed)Your Language Skills:English: Required (Highly Proficient Written & Verbal)Spanish: PreferredYour Manager:Customer Success ManagerYour Contribution to No-IP:Delivering timely, effective, and technically accurate assistance (Tickets/Email/Phone)Assist customers with account setup, Dynamic DNS, and product configurationTroubleshoot DNS, email, SSL, and network/device-related issuesIdentify customer pain points and share feedback with Product and EngineeringMaintain support articles and internal documentationHelp review and improve AI-generated answers in ZendeskTest and evaluate technologiesQualifications:3-5 years of customer service (including phone/email support)Able to clearly explain technical topicsAbility to professionally de-escalate customer situationsSoftware: Help Desk (Zendesk), AI (Claude, ChatGPT), CRM (Hubspot)No-IP's Contribution to You:$22-$30/hrAnnual bonus (8%) tied to company, department, and individual performance401k w/ matchHealth, Dental, Vision - 100% covered!20 days PTO + 1 week paid holiday closure9 Paid HolidaysProfessional development reimbursement