Website Support Specialist (DNS)

Job Requirements

Responsible for handling DNS, domain, website connectivity, and email-related issues in a customer support and production capacity. The DNS Web Support Specialist interacts with internal departments, external clients, and third-party vendors to investigate issues, identify root causes, and implement solutions that support the long-term success of our clients' digital assets. This role requires strong customer service skills, technical curiosity, and the ability to learn and apply new information in a constantly evolving environment.

Primary Responsibilities:

- Receives inbound calls regarding domains and email issues.
- Makes outbound phone calls to clients to assist with DNS issues as needed.
- Researches and investigates hosting issues and provides prompt resolutions.
- Contacts vendors to resolve domain and email hosting issues.
- Secures and purchases new domains for clients.
- Monitors personal Outlook inbox and Teams group chat for internal and 3 rd party vendor-related updates and issues.
- Monitors DNS team shared Omni Channel to promptly resolve client issues.
- All other duties as needed and assigned.

Skills:

Required:

- Excellent written and verbal communication skills.
- Skilled at providing client-focused interactions, creating positive experiences for Hibu’s clients.
- Strong investigative, analytical, and problem-solving skills.
- Comfortable researching unfamiliar topics, evaluating information from multiple sources, and determining next steps when information is incomplete.
- Demonstrated ability to learn complex processes and adapt to changing requirements in a dynamic environment.
- Proactive in bringing issues impacting production to management in a timely and effective manner.
- Strong time-management, prioritization, and organizational skills, with the ability to manage multiple responsibilities simultaneously.
- Strong working knowledge of Microsoft Office Suite.
- 1-2 years’ experience supporting customers through inbound phone and email queues while managing competing priorities and follow-up responsibilities.
- Strong internet literacy and the ability to navigate unfamiliar websites, systems, applications, and online resources.

Preferred:

- Working knowledge of DNS concepts and records, including A, CNAME, MX, TXT, and Nameserver records.
- Experience interpreting DNS information and understanding the relationship between domains, websites, email, and other domain-supported services.
- Experience supporting technical products, services, websites, hosting, email, telecommunications, internet services, or SaaS platforms.
- Experience interpreting technical information and translating it into customer-friendly language.
- Familiarity with DNS lookup and diagnostic tools.
- Familiarity with File Transfer Protocol (FTP).

What Success Looks Like:

Successful DNS Web Support Specialists are naturally curious, detail-oriented, and comfortable investigating unfamiliar situations. They understand the importance of verifying information before acting and recognize that solving the immediate issue is not always the same as solving the underlying problem.

While DNS experience is beneficial, the most successful team members are strong communicators, effective researchers, and lifelong learners who can adapt to evolving technologies, processes, and client needs. Mastery of the role develops over time through a combination of training, experience, and repeated exposure to real-world scenarios