Technical Support Guide

Summary

Join GoDaddy's dynamic team as a Technical Support Guide and provide high-quality technical support to customers. This remote position, based in Bulgaria or Romania, requires a late shift schedule including some weekend work. You will respond to technical inquiries through various channels, guide customers on using GoDaddy's products, and resolve issues. The role demands strong communication, problem-solving, and teamwork skills. GoDaddy offers a comprehensive benefits package, including paid time off, retirement savings options, bonuses, health benefits, and parental leave.

Requirements

• Fluency in English is a requirement (Written & spoken)
• Ability to work in a team environment
• A great telephone manner, excellent communicator - able to build rapport to adapt tone and direction to suit the needs of customers
• Drive and passion to work with key performance indicators
• Able to multitask multiple systems and navigate the internet quickly and efficiently
• Able to adapt quickly in a fast-paced environment and maintain a high performance
• Solid proficiencies in critical thinking and research to troubleshoot various technical issues, and provide effective solutions to customers

Responsibilities

• Respond to technical inquiries from customers through various channels (phone, email, chat)
• Help and guide customers with technical elements of our systems and products, providing tools and insights to transform
• Take ownership of customer service questions, researching and providing first-contact resolution for issues of moderate complexity
• Provide feedback on processes and procedures to reduce customer friction
• Interact with and communicate effectively across departments within various levels of the organization to properly research and handle customer issues
• Work in multiple systems, including but not limited to Salesforce, CRM, Jira and Live Engage
• Build trust, interact, and communicate effectively with various levels of the organization, while meeting department quality and production standards
• Demonstrate ownership for issues pertaining to customer service questions, including by researching and providing solutions for issues of moderate complexity

Benefits

• Paid time off
• Retirement savings (e.g., 401k, pension schemes)
• Bonus/incentive eligibility
• Equity grants
• Participation in our employee stock purchase plan
• Competitive health benefits
• Other family-friendly benefits including parental leave