Responsible for handling various customer queries and concerns via phone and email in a professional and timely manner. Job Description 1) Provides excellent service and support to our customers through phone and email 2) Deals with all forms of inquiries politely and professionally, always keeping our company's reputation front of mind 3) Responds to phone calls and emails accurately and professionally, and calls the customer back if necessary to ensure resolution in a timely manner 4) Comprehends customers' needs and concerns, and offers the best possible solution 5) Gathers information and determines the issue by evaluating and analyzing the symptoms 6) Diagnoses and solves technical issues involving email clients, websites, DNS, and more 7) Educates customers on inquiries and other product information 8) Manages difficult customer situations in a cool, calm, composed, and professional manner 9) Escalates valid issues to the appropriate channels with urgency, keeps self in a calm and composed state 10) Keeps records of customers' interactions, transactions, comments, and complaints 11) Meets the required Key Performance Metrics set for the group 12) Adheres to the QA policies at hand, ensures high-quality service is provided to the customers 13) Develop customer relationship by providing the Best in World service 14) Works collaboratively and closely with Team Leaders, Support Managers, and training staff 15) Communicates and coordinates effectively with other team members and other internal departments 16) Assists in providing customer support through chat when the need arises This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.