We are looking for an Advanced Technical Support Representative who loves Linux and is committed to advocating for our customers. You will work in a help desk environment handling incoming calls, live chats, and email/ticket requests from high value clients.
Job location: Remote / Serbia
Responsibilities
- Provide the highest level of customer service by troubleshooting issues related to software integration, FTP, site building, email, and server configuration
- Create long term business relationships with consistent high quality service and thorough technical troubleshooting
- Collaborate with a team to determine the best solution to technical issues that arise
- Assess and fulfill customer needs while teaching them solutions to prevent future problems with their site
- Respond quickly and with a sense of urgency and empathy to client inquiries via call, chat, and email/ticket
- Utilize advanced server-level access to resolve complex issues efficiently
- Research and share information regarding new technologies about web hosting and server configuration/administration
- Identify necessary escalations by staying aware of the need for enterprise hosting solutions such as clustering, load balancing and enhanced automation
- Mentor Customer Service and Technical Support team members by sharing knowledge regarding customer issues that they may not have access to or know how to resolve
- Resolve issues in the best interest of both the customer and the company
Requirements
- 3+ years experience in a help desk environment or equivalent customer service focus
- Knowledgeable in web hosting technologies, products and/or services
- Knowledgeable in DNS, email, cPanel, Web Host Manager (WHM), and Linux command line tools
- Advanced LAMP (Linux, Apache, MySQL, PHP/Perl) stack knowledge
- Advanced technical troubleshooting skills and the ability to solve problems
- Strong sense of integrity and commitment to customer satisfaction
- Strong detail orientation, organizational, and communication/listening skills
- Ability to work as a team player in a collaborative environment
- Ability to work efficiently and accurately in a high volume, fast-paced, multi-tasking, deadline driven environment
- Demonstrated ability to act as an advocate for customers while promoting company core values
- Excellent knowledge of English, written and spoken
