As an authority on Internet number resources, we are looking for someone to join us in actively contributing to a stable and innovative Internet. Are you looking for an opportunity to flex your customer service prowess in an international not-for-profit organisation? Do you have a vision on how to service our members best by shaping and continuously improving internal processes and procedures? Do you like working in an organisation at the forefront of internet developments directly servicing our members? Are you able to work fluently in English and would like to join an international team?
Customer Service Analyst
Location: Netherlands based
Full time 37.5 hours per week
As a Customer Service Analyst, you will join an international team and provide customer service to our 23.000+ LIR’s from across our service region in Europe, the Middle East and parts of Central Asia.
In this role, you will:
Deliver a pleasant, professional and straightforward customer experience to members, stakeholders and other users of RIPE NCC services
Interact with customers via email, live chat and telephone
Maintain due diligence with regards to security procedures in order to prevent fraudulent and/or unauthorised requests
Respond to all customer requests as appropriate
Analyse, evaluate and approve membership applications
Analyse, evaluate and record membership changes for an accurate registration
Provide assistance for RIPE Database, RIPE Atlas, billing, LIR Portal and other RIPE NCC Services
Work closely with other RIPE NCC departments to ensure the consistency and continuity of services to members
Advise RIPE NCC Members on best practices as Local Internet Registries (LIRs)
Actively suggest policy and procedural changes when necessary and contributing to their implementation
What we expect from you:
A genuine pride and intrinsic motivation to deliver high-quality, professional support to RIPE NCC members
Strong drive to interact with and to help others
An eye for detail and focus on quality
Experience with working in projects and coordinating multi-stakeholder activities
Knowledge and experience in customer service processes
High level of computer literacy and ability to learn new systems easily
Strong communication, administrative and organisational skills
Experience with working independently and as part of a team
Excellent written and spoken English
It would be nice if you have:
A firm knowledge of company policies and procedures and business processes, in particular evaluating the authenticity of documents
Knowledge of Internet technologies in relation to Internet number resources (e.g. IPv4, IPv6, DNS)
Experienced with working in projects and coordinating multi-stakeholder activities.
What can we offer you?
A modern, flexible and informal work environment with an emphasis on a healthy work/life balance
An annual salary between EUR 30.000 and EUR 42.000 (before tax) for a fulltime week (37.5 hours per week).
Excellent secondary benefits: a non-contributory pension scheme, health insurance coverage for you and your family, annual technology budget for your internet connectivity and 30 vacation days plus 3 collective days, extra annual budget for health and transportation purposes
A generous training allowance per year which can be used for professional development
Registry Services Department
Our international team of 38 colleagues is responsible for some of the RIPE NCC’s key services: management of membership relations, distribution and management of Internet number resources, implementation of community policies, providing support and knowledge to our members and the wider Internet community.
If you are thorough with a desire for accuracy and consistency, are engaging, warm and enthusiastic, then you’d fit in well with our fun, dynamic and hardworking team.
If you’ve been following the industry closely, you will know that the remaining IPv4 address pool has been exhausted. This means that you will be part of a transition towards managing the lifecycle of IPv4 space rather than the distribution of IPv4, and towards the growth in the IPv6 adoption. You will be part of ensuring that the Internet registry remains as strong and accurate as ever.
About the RIPE NCC
The RIPE NCC is a not-for-profit organisation founded on the belief that the Internet should be governed openly, transparently and in partnership with the wider Internet community. We are one of the oldest Internet organisations in Europe and proud of our legacy.
Our strongest asset is our staff. We bring together 160 people from more than 38 countries in our modern, vibrant office in the east wing of Amsterdam Central Station. Our official working language is English, but more than 30 languages are spoken by our colleagues.
Our backgrounds are diverse, but our goal is the same: we work for the good of the Internet.
How to apply
If you are interested, click on the Apply Button and fill in the short application form. Make sure to include your CV and a well written motivation letter (English only please). A pre-employment screening (done by Validata) will be part of the recruitment process.