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Job Information
Job title

Lead Technical Support & compliance

Company Robert Half Technology
Wage Not specified
Location United States, Massachusetts, Salem
Employment type 6-9 Month Contract
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 7/16/2008
Description
Primary responsibilities include, - Relationship management (customers and ISPs)- Responding to customer delivery inquires- Responding to abuse complaints- Monitor delivery accuracy- Alert customers who receive high number of complaints, and work with customers to reduce complaints and take appropriate action- Recommend systems and procedures to protect our network and to prevent future problems- Works towards process improvements within the departmentAdditional Responsibilities- Assisting customers with issues, services, and informing them of new features via phone, through email and live chat.- Utilizing standardized workflows to provide clients with a consistent support experience.- Informing clients about new features, products, services, and policy changes.- Helping customers transfer websites, domains, modify DNS, etc.- Creating and removing client accounts- Sound knowledge and understanding of the Internet, Web-based services, email, domain names, e-commerce and Internet related business topics- Proven experience in helping clients as well as Customer Service and Technical Support departments.- Understanding of basic HTML tags and CSS- Competent use of MS Office including Excel- Passion and willingness to learn new technologiesPreferred skills:- Experience using traceroute, ping, and telnet- Experience uploading websites and setting up email clients- Experience sending out email newsletters- Experience with cPanel and/or Lyris a big plus- Some knowledge of scripting, programming, SQL, MS Access- Experience in the Internet services industry- Understanding of mailing list best practices, the CAN-SPAM Act of 2003, and awareness of developing trends within the field- Knowledge of feedback loops, spamtraps, RBLsGreat opportunity to move into a management role.

All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.df-tc

Experience/Skills
Knowledge of ISP functions, protocols and best practices is plus.

Other desired skills:
Lead Technical Support & compliance