Client Support Specialist

2

Client Support Specialist

IT
KZN

The Tier 2 Client Support Specialist will serve as a key technical liaison between clients and internal technical teams for the Reverse Billed URL (RBURL) product.
 
This role involves assisting clients with onboarding, configuration, and troubleshooting of reverse billed web services, as well as providing technical guidance during client meetings and supporting domain and DNS-related implementations.
 
The ideal candidate will have a strong understanding of web technologies, DNS configuration, HTTPS certificates, and network routing principles, coupled with excellent communication and client engagement skills.
 
 
Key Responsibilities
 
Client Onboarding & Support
  • Guide clients through the onboarding process for Reverse Billed URL services, including DNS configuration and CNAME record setup.
  • Assist clients with domain validation, HTTPS certificate requirements, and server endpoint verification.
  • Verify and test routing flows between customer web-services and the RBURL Platform (Reverse Proxy configuration).
  • Conduct client meetings to explain technical concepts in clear, business-friendly terms.
Provide Tier 2 escalation support for technical issues raised by clients or internal Tier 1 teams.
 
Troubleshooting & Monitoring
  • Diagnose and resolve issues related to DNS, HTTPS certificate generation, reverse proxy routing, and platform integration.
  • Identify and resolve data flow interruptions or misrouting between customer content services and the RBURL Platform.
  • Monitor usage limits and assist clients / business partners in managing cap alerts, reverse billing toggles, and traffic reports.
Escalate unresolved incidents to Tier 3 engineering teams with detailed diagnostic information.
 
 
 Technical Operations
  • Maintain detailed logs of client interactions, issues, and resolutions.
  • Test and validate changes to configurations on staging environments prior to live deployment.
  • Support internal product testing, documentation, and rollout of new RBURL features.
Provide feedback to improve platform usability and client documentation.
 
Client Communication
  • Participate in onboarding and technical review meetings with client technical teams.
  • Translate complex network and DNS concepts into clear explanations for clients and account managers.
Provide proactive communication on status updates, issue resolutions, and usage thresholds.
 
Requirements:
  • 2–4 years of experience in a technical support or client implementation role (preferably Tier 2 or higher).
  • Strong understanding of DNS (A, CNAME, TXT records) and domain hosting principles.
  • Experience with HTTPS/TLS certificates (e.g., Let’s Encrypt, ACME protocol).
  • Familiarity with web server environments (Apache, Nginx, IIS) and reverse proxy concepts.
  • Knowledge of network routing, IP addressing, and basic firewall configurations.
  • Strong troubleshooting skills, particularly in identifying network and DNS-related issues.
Excellent verbal and written communication skills with client-facing experience.
 Experience with mobile network services or reverse billing models.
  • Exposure to monitoring and reporting tools.
  • Basic understanding of SSL Labs security grading and certificate transparency.
Prior experience in onboarding or supporting web-based platforms.