You'll be the link between our customers and us – the first point of contact for registrars and others with questions or problems, who get in touch using our various communication channels. You’re not happy unless they’re happy!
SIDN is the only organisation of its kind in the Netherlands. So our Customer Support Agent needs unique knowledge and experience that can't be acquired working anywhere else. We'll therefore teach you all you need to know to be successful in this role. We'll polish up your knowledge of domain names and all the related topics, for example. You’ll have contact with our partners (registrars), with registrants and with anyone else who has a question about domain names. Registrars are businesses that sell domain names to end users, or ‘registrants’. Registrars and registrants will get in touch with you if they have technical and other questions.
You'll know how to get to the bottom of customers' problems, and how to sort them out. You'll also be good at flagging up what customers want – passing on feedback to other departments within SIDN, so that we can keep improving our services. Your skills will mean that customers are continually surprised by the speed and quality of your solutions. Excellent customer service and support are always your top priority.
Some of the enquiries you handle will be technical, but you’ll also be dealing with registrants who have questions about their domain names.
We also operate various systems that you'll get asked about. It's therefore important that you have an affinity for technology and a knack for picking up how systems work. We place a lot of emphasis on the quality of our support, so you'll get ample time to help customers with their problems.