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Registration Support Agent

Who we are:

The Canadian Internet Registration Authority (CIRA) is a leading organization at the heart of Canada’s Internet. We shape our country’s Internet infrastructure, employ cutting edge technologies, and push the bounds of possibility. CIRA manages Canada's .CA domain name registry, develops and implements policies that support Canada's Internet community and is a prominent voice on issues of national and international importance relating to Internet governance.

With over two million .CA domain names registered and growing, CIRA has experienced significant growth over the last few years and is currently seeking a Registration Support Agent to support CIRA’s growth into current and new market environments.

CIRA’s team comes to work each day with energy, drive, focus, and a sense of humour. Employees enjoy a fast but tempered pace of work, cutting-edge projects, training and career development opportunities, and a stable, secure work environment.

Who you are:

You have a demonstrated ability to multi-task, work well under pressure, and have exceptional problem solving skills with the ability to think proactively. You enjoy working environments that capitalize on your attention to detail and high level of accuracy. You enjoy talking to people with diplomacy and tact, and take pleasure in assisting them resolve challenges.

What you’ll do:

The Registration Support Agent (RSA) acts as the first point of contact for CIRA Registrants, Registrars, and the general public. The RSA is responsible for ensuring that all email, chat, and telephone enquiries are properly acted on in accordance with CIRA’s policies, rules, procedures and agreements.  The registration support team operates between the hours of 8:00 a.m. and 8:00 p.m. from Monday to Friday. Rotational shift work may be required during regular support hours. Shift times are subject to change (with reasonable notice to the employee).

  • Answer in-bound telephone calls, emails, and tickets. Understand the problem or issue, and log the enquiry in CIRA’s tracking system.
  • Provide a clear and concise response to all enquiries, refer enquirer to relevant information on CIRA’s website, and direct the query to the relevant Registrar or CIRA personnel. Follow up with the originator of the enquiry when appropriate and ensure the problem/issue reference number is properly closed.
  • Contribute to the development of customer contact reports documenting call centre activity, wait queue statistics, and trend analysis. Prepare reports and identify major deviations in activity trends or unresolved issues to management.
  • Review domain registration transactions and advise Registrars of deficiencies.  Notify the Channel Manager of unresolved issues or changes in trends for the daily registration of domain names.
  • Document observations made by the Registration Support Unit (RSU)and share with supervisor and team in a timely fashion.  Ensure CIRA website content reflects information needs expressed by Registrants and the general public.  Update and maintain tools used to support the RSU.
  • Answer telephone and direct calls to the appropriate person. Provide reception services such as responding to inquiries, greeting, and directing visitors. Facilitate the efficient flow of incoming and outgoing mail correspondence though the office.
  • Perform other duties as assigned by the Channel Manager.
  • A secondary school diploma or degree.
  • 2-3 years’ experience in a customer support position.
  • Proficiency in both official languages.
  • Completion of a customer service certificate and/or business writing certificate will be given preference.
  • Experience with various Internet browser software (Internet Explorer, Mozilla Firefox).
  • Proficiency with MS Office Suite (Word, Excel, PowerPoint, Outlook).
  • Sound and mature judgment.
  • The ability to work both independently and as part of a team.
  • Exceptional oral and written communication skills.
  • Strong human relations and interpersonal skills.
  • Ability to change shift as required to accommodate 8 a.m. – 8 p.m. customer service hours.

What you bring:

Required Qualifications:

  • A secondary school diploma or degree.
  • 2-3 years’ experience in a customer support position.
  • Proficiency in both official languages.

Desired Qualifications:

  • Completion of a customer service certificate and/or business writing certificate will be given preference.
  • Experience with various Internet browser software (Internet Explorer, Mozilla Firefox).
  • Proficiency with MS Office Suite (Word, Excel, PowerPoint, Outlook).

Personal Attributes:

  • Sound and mature judgment.
  • The ability to work both independently and as part of a team.
  • Exceptional oral and written communication skills.
  • Strong human relations and interpersonal skills.
  • Ability to change shift as required to accommodate 8 a.m. – 8 p.m. customer service hours.

CIRA offers a fast-paced, challenging work environment in a dynamic, growing organization full of talented team players. CIRA provides competitive salary, generous benefits, and a location in the heart of downtown Ottawa. 

To apply for this role, please submit your resume in confidence to hr@cira.ca.