Server Support Representative

1&1 IONOS SE; Cebu City; On-site; PHP 223,200 - 334,800; Full time

Job summary

1&1 IONOS SE in Cebu City is seeking a Technical Support Representative who will be the first point of contact for customer inquiries. This role involves solving technical issues and enhancing customer satisfaction through effective communication.

The ideal candidate should understand TCP/IP protocols and web hosting technologies, and be proactive in addressing customer concerns while promoting the company's image.

Qualifications

• Experience in customer support or technical support roles is preferred.
• Ability to effectively communicate and interact with customers.

Responsibilities

• Act as the main contact for customers seeking support.
• Proactively report issues to the supervisor and suggest solutions.
• Participate in coaching and improve customer satisfaction.

Skills

Customer service orientation

Technical problem solving

Understanding of TCP/IP protocols

Knowledge of web hosting software

Job description

Tasks

GOALS OF THE POSITION:

Technical Support Representative will be responsible for taking customer phone calls and responding to customer emails. This position will entail solving technical problems and providing the best possible customer service at the same time. And further maximize the quality experience and improve the skills of the customers where it is appropriate.

MAIN RESPONSIBILITIES:

• Main contact of customers for IONOS 1&1 support
• Improve weekly and monthly performance based on feedback from the team supervisor.
• Proactively inform and report to the supervisor for support related issues
• Recommend solutions to customer issues and concerns
• Attend coaching sessions and participate in organizational activities
• Interact with team members and other departments within the company
• To be customer service oriented and to ensure customer satisfaction
• Continuous pro-active effort towards improving customer satisfaction and our internal procedures.
• Understanding of TCP/IP protocols – HTTP, DNS, FTP, SSH, RDP
• Understanding of web hosting software such as IIS and Apache

Others:

• Accepts other responsibilities as maybe assigned by superior according to the need of the Company.
• Creates and preserves the most favorable Company image by conducting all functions in the most ethical and fair manner.
• Administers all assigned functions consistent with and in support to the goal of the company.