At a Glance
- Tasks: Solve complex customer issues and improve processes in a dynamic tech environment.
- Company: Join a forward-thinking company that values ownership and innovation.
- Benefits: Enjoy remote work, health benefits, life insurance, and job stability.
- Other info: Opportunity for continuous learning and career growth in a supportive team.
- Why this job: Make a real impact by resolving technical challenges and enhancing customer experiences.
- Qualifications: Experience in technical support and strong problem-solving skills required.
You are trusted with solving complex, high-impact customer issues, acting as the technical backbone of our customer care organization. This role is for people who enjoy deep problem-solving, high ownership, and tangible output. You will spend the majority of your time actively resolving cases, untangling technical challenges, and working with Tier 1, engineering, product, and registry partners to deliver fast, high-quality outcomes for our customers. Beyond resolving individual tickets, Tier 2 agents help raise the bar: improving processes, strengthening technical knowledge across the organization, and reducing repeat issues through smart fixes and clear documentation.
Primary Responsibilities
- Case Resolution & Technical Escalation
- Advanced Troubleshooting: Resolve complex, non-standard customer issues related to domains, DNS, identity services, APIs, and platform behaviour.
- Escalation Management: Act as the main escalation point from Tier 1, taking full ownership of cases through to resolution.
- Root Cause Analysis: Troubleshoot technical issues using API logs, EPP flows, system logs, and command-line tools, with a strong focus on finding the root cause.
- DNS Management: Diagnose and resolve advanced DNS issues, including zone configuration, propagation problems, record conflicts, and registry-specific behaviour.
- Domain Lifecycle Management: Investigate domain lifecycle issues across gTLDs, ccTLDs, transfers, renewals, restores, and migrations, including ICANN-related edge cases.
- Cross-Functional Collaboration: Support software and platform-related issues, working closely with engineering and product teams where deeper investigation is required.
- Continuous Improvement & Knowledge Sharing
- Process Optimization: Proactively identify patterns, recurring problems, or structural gaps and feed these back into product, engineering, training, or automation initiatives.
- Documentation: Maintain clear, high-quality case documentation that enables learnings to scale beyond the individual ticket.
- Knowledge Base Contribution: Contribute to internal knowledge bases and AI-driven support tooling by turning real customer issues into reusable solutions.
- Team Coaching: Support Tier 1 agents through guidance, informal coaching, and clear escalation handling, helping raise overall team capability.
Our Values
- We act like owners: We take responsibility for the success and wellbeing of our team, customers, and planet. When we see something that could be better, we do something to create positive change.
- We have the courage to do the right thing: Even if it’s not the easy thing. We act with honesty, integrity, and care for the impact we make, contributing to a better world and a more sustainable future.
- We work smart to build things we are proud of: We use the latest tools and AI technology to eliminate manual repetition, grow and adapt in an ever-changing world, and strive for excellence in everything we do. If it doesn’t exist, we build it—because innovative thinking is part of our DNA.
Requirements
- Experience & Technical Skills
- Technical Support: Solid to extensive experience in technical customer support, ideally within domains, hosting, SaaS, or internet infrastructure.
- Domain Expertise: Solid understanding of domain name processes, including gTLDs, ccTLDs, transfers, registry interactions, and lifecycle edge cases.
- DNS Knowledge: Advanced working knowledge of DNS and how it behaves in real-world customer environments.
- API & Logging Protocols: Experience troubleshooting APIs, Rest APIs, EPP, and interpreting logs to identify failures or misconfigurations.
- Hosting Environments: Comfort working with hosting environments (e.g., cPanel, WHM, email configuration, basic database connectivity).
- Core Competencies & Soft Skills
- Autonomy: Ability to work independently, calmly, and productively on complex problems without constant supervision.
- Communication: Strong written communication skills, able to explain technical issues clearly to both customers and internal teams.
- Mindset: A mindset oriented toward output, ownership, and continuous improvement rather than just escalation.
- AI Adaptability: Curiosity and openness to using AI-assisted tooling to work smarter, faster, and at scale.
- Self-Development: Demonstrates and takes actions to continuously develop, grow, and remain open to feedback.
- Language Requirements
- Fluency in English (spoken and written).
Benefits
- Full-time position
- Work from Home
- Prepaid Medicine: Your health is our priority!
- Life Insurance: Peace of mind for you and your loved ones!
- Indefinite-Term Labor Contract: Stability and all legal benefits included!
Customer Support L2 - October employer: Booth and Partners
As a Consumer Support Representative at our B Corp Certified company, you will thrive in a people-first culture that prioritises employee growth and well-being. Enjoy the benefits of premium HMO coverage from day one, a permanent work-from-home setup, and an internet allowance to enhance your remote working experience, all while making a positive impact in the lives of our high-value clients.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support L2 - October
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Booth and Partners. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Booth and Partners before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support L2 - October
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Booth and Partners:Your cover letter is your chance to shine! Tell us why you want to work at Booth and Partners specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Booth and Partners!
How to prepare for a job interview at Booth and Partners
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
