Gandi Bar - customer care

Gandi support wants you!

Ryan — Fri, 13 Apr 2007 13:49:00 +0200

In light of our wonderful expansion (thank you!) and our goal to continue to you to provide the best customer support available, we are actively seeking two enthusiastic people who would like to join or Customer Care team!

We are seeking two profiles in particular: a native English speaker (or truly bilingual), and someone with experience in domain names, nameservers, BIND syntax...

Our customer care department currently is running with a crew of 8 dedicated staff members, many of whom you have come to know via your support tickets and in the various groups, blogs etc...

We want to bring this number up to 10, and thus allow us to really expand out support service and thus become even more flexible and creative in the ways that we can help our customers.

Each Customer Care Representative helps resolve issues that members of the Gandi community bring to our attention, which - if you love the internet, and like personal interaction - is really quite interesting!

In addition to solving customer problems, members of our service become specialized in certain areas that interest them (legal, anti-spam, key clients, etc.). This gives each representative the possibility for personal growth in addition to the satisfaction of contributing to the smooth running of the web and our customers' internet presence.

We are therefore looking for someone that:

is honest and friendly,
enjoys helping others and seeing a job well done,
has a positive attitude under any circumstance,
is capable of dealing with heavy cyclic workloads

For our bilingual position, we are seeking someone that speaks and writes English perfectly. Ideally this person's mother tongue is English. We will offer on the job training on technical matters, though internet experience is a plus.

Our technical position is more particular. While this person must also read and write English well, the main thing we are seeking is experience in domain names and BIND syntax. This candidate should already be familiar with reading domain zones and have experience with MySQL and should be able to jump right into helping customers resolve complex DNS issues.

There are new desks here in our department office that are just waiting to be filled by you!

If you are interested in joining Gandi, please send us your resume and a letter of motivation (in English and in French) to: emploi(at)gandi.net.

Missing Gandi Customer Care Replies

Ryan — Wed, 28 Mar 2007 16:46:00 +0200

This may just very well be the first blog entry that the support staff (Angela, Carole, Françoise, Jana, Nadine, Ryan, Sam, and Soraya) has addressed to you all via a special blog entry, and this, on a the matter that is the most important to all of us: customer satisfaction at Gandi!

Let me begin by thanking all of our customers (you!) for the wonderful, sometimes humorous and occasionally heated support e-mails that we receive each day from around the world via our online support form. It is really nice to be in contact with you and to see who make up the Gandi community.

This being said, all of us are very concerned with a growing number of comments that we are seeing right here in the blog, or in the new GandiGroups, or even elsewhere on the web: that some of you are not getting answers to questions that you have sent to us. As we are at a response time of 8 hours at the time of this post, learning that even one of you has not received a reply is of obvious concern.

As it turns out (and I have verified this with my own personal accounts, and by asking some of you - thanks for your input!), some popular e-mail services interpret our mail as spam, and so while we are indeed replying to you, you are quite simply not being given our message!

This is particularly true with MSN, Hotmail, and Gmail accounts (and to a lesser extent Neuf and Yahoo), which are beginning to systematically send e-mail from Gandi (customer care replies, renew reminders, confirmation letters, password reminders) to your spam folder, or withhold them altogether. Additionally, in cases such as Hotmail and Gmail, those services then automatically delete mail in the spam folder after a couple of days!

This is true to a lesser extent for other mail servers as well.

To prevent this from happening, you can sometimes find a setting in your e-mail preferences that will allow you to flag e-mail from gandi.net as being "always accepted".

In any event, if you have not received a reply from our support staff within 24 hours, please look in your e-mail spam folder (via your online interface if possible) to see if there is a present in there for you. Otherwise, please feel free to send us another request, though include a telephone number in your mail where we can contact you, and/or an alternative e-mail address that we can reply to.

Unfortunately, Gandi cannot "force" e-mail providers to accept our mail, and so it may be necessary to change your handle's e-mail address to ensure proper communication between us.

Thank you for being such a wonderful online community, and we look forward to hearing from you as always!

Sincerely,

The Gandi Customer Care Team

Recruitment: ON!

Ryan — Tue, 27 Jun 2006 15:33:00 +0200

We are now hiring for two positions: one in Customer Care, and another in the Development team

And yes, these positions were anticipated; it is just more difficult to train new employees during a rush period

For the Customer Care position, we are looking for:

someone who is not afraid of human contact,
a positive attitude under any circumstance,
a person who is capable of dealing with heavy cyclic workloads (we are right in the middle of one now ^^),
someone with at least a general understanding of computers (basically, just knowing how to use one),
written and spoken English and Spanish (OK, if you only know English, we will consider your application all the same).
the rest we will teach you.

For the post of Developer, we are looking for an autonomous person who can nonetheless work in a team (this exists...really!):

A Jedi Master of Perl,
Experience with the internet,
Ability to interact with other human beings,
Able to successfully manage a large workload,

We are a small team compared to our competitors, though we are highly motivated and concerned by the future of our company and its unique work environment. We know what we have to do, and we do it.

If our project strikes a cord with you, and you want to contribute, please let us know at: emploi (at) gandi (dot) net.