Employees describe ARIN as offering a supportive, casual, and flexible work environment that provides an atmosphere of continuous learning while being responsive to the community we serve.
Located in Chantilly, Virginia, ARIN offers competitive salaries, comprehensive benefits, training, and education reimbursement. In lieu of stock options (we are a nonprofit, membership association), we have a generous 401(k) retirement plan.
In 2017, ARIN was named a Top Workplace by The Washington Post.
Apply: To apply for this opening, please email your resume to [email protected]. This position will be designated under a hybrid work schedule and will be required to work in the ARIN Chantilly, Virginia, office two days a week. Please note that this is an in-house position. Relocation not provided. Any offer of employment is contingent upon satisfactory completion of a background check, including references. Final candidates will need to complete a background check authorization form. Annual salary range for this position is $60,000-$70,000.
We are currently seeking a Customer Service Resource Analyst (CSRA) who will support ARIN’s customers by handling inquiries and processing requests related to resources and account services. This role may be filled at either the CSRA I or CSRA II level, depending on the candidate’s experience, skills, and demonstrated capabilities. The position provides high-quality customer service, ensures accurate resource management, and applies ARIN policies consistently. More experienced analysts are expected to handle complex requests, detect fraud, mentor junior staff, and contribute to operational improvements.
Job Description and Responsibilities
- Customer Interaction: Respond to customer inquiries and resource requests via ticketing, phone, and live chat with professionalism and courtesy.
- CSRA II: Handle complex inquiries and provide detailed guidance related to policy interpretation.
- Data and Resource Management: Assist customers in managing account details and processing requests within ARIN systems. Ensure accuracy, completeness, and consistency of registry data.
- Policy Application: Apply ARIN policies and procedures consistently across all customer interactions.
- CSRA II: Interpret policy in complex scenarios and support resolution of nuanced cases.
- Problem Resolution: Address and resolve issues related to customer accounts.
- CSRA II: Escalate complex or unusual matters to management and assist in detecting and flagging potential fraudulent activity.
- Team Collaboration: Work collaboratively with peers and cross-functional teams to improve service delivery.
- CSRA II: Provide guidance or informal mentoring to junior team members as needed.
Additional Duties
- System Proficiency: Develop proficiency with ARIN Online and effectively communicate system usage to customers.
- Technical Fluency: Build technical fluency in the use of Internet number resources (IPv4, IPv6, ASNs).
- Travel: Demonstrate willingness to travel up to 10% in accordance with ARIN guidelines.
- Schedule: Availability to work early mornings, evenings, weekends, or swing shifts as scheduled.
Background/Skills Required
- Customer Service: Strong orientation with a focus on professionalism and accuracy.
- Communication: Excellent verbal and written communication skills.
- Research: Ability to research, analyze, and verify customer-provided information.
- Education and Experience:
- CSRA I: At least one year of experience in a technical customer service role OR an associate’s degree in a related field.
- CSRA II: Two or more years of experience in a technical customer service, IP administration, or similar role OR a related technical degree.
Background/Skills Preferred
- Advanced Education: Bachelor’s degree in a related field or equivalent professional experience.
- Industry Experience: Work experience at an Internet Service Provider (ISP) or in a similar technical environment.
- Technical Knowledge:
- Basic understanding of TCP/IP protocols and network routing principles.
- Preferred: Intermediate understanding of the TCP/IP protocol suite, specifically subnetting, CIDR, and routing.
Physical Requirements*
- 75% of time working at computer.
About ARIN
The American Registry for Internet Numbers, Ltd. (ARIN) is a nonprofit, member-based association that administers IP addresses and ASNs (collectively referred to as Internet number resources) in support of the operation and growth of the Internet. Additionally, ARIN coordinates the development of policies by the community for the management of Internet number resources and advances the Internet through informational outreach. ARIN is a well-respected leader in the Internet community and likewise a thought leader in the Internet governance discussion. Learn more at www.arin.net.
ARIN offers competitive salaries and comprehensive benefits, including but not limited to:
- Group health and dental insurance – ARIN pays over 90% of the premium costs
- Group vision care – no employee deduction for employees and any dependents
- Flexible Spending Account and Dependent Care Account
- 401(k) retirement plan — up to 9% matching after first year of service, and all contributions are 100% vested.
- Education/Tuition Reimbursement — up to $5,000 per year
- Reimbursement for training opportunities
- Casual work environment with snacks, drinks, and coffee
- Regularly-scheduled team outings and staff lunches
- Twelve paid holidays, one floating holiday, and a generous comprehensive leave program starting at 4 weeks (20 days)
- Six weeks paid Parental Leave Program for full-time employees with at least 12 months of service
- Sabbatical Leave Program for employees with 20+ years of combined service
- ARIN is committed to providing reasonable accommodations as required by law for physical or mental disabilities (and others as required by law), unless undue hardship would result or an accommodation would pose a direct threat to the individual or others in the workplace. Qualified applicants or employees who require an accommodation should contact their direct supervisor or the Human Resources and Administration Department as to discuss any need for an accommodation and to engage in the interactive process.
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