Server Support Representative

IONOS Group; Philippines; On-site; PHP 279,000 - 390,600; Full time

Job summary

IONOS Group in the Philippines is seeking a Technical Support Representative to provide exceptional customer service. Responsibilities include solving technical problems and maximizing customer satisfaction while handling support inquiries via phone and email.

The ideal candidate will possess strong problem-solving skills and a good understanding of web hosting protocols. Join our team to improve customer experiences and collaborate with various departments within the company.

Qualifications

• Proven ability to handle customer inquiries and technical issues.
• Understanding of web hosting and server management.
• Strong communication skills in English.

Responsibilities

• Serve as the main point of contact for customer support.
• Report on performance and customer issues to the supervisor.
• Recommend solutions to resolve customer concerns.
• Attend coaching and participate in team activities.
• Improve customer satisfaction through continuous effort.

Skills

Customer service orientation

Problem-solving skills

Understanding of TCP/IP protocols

Familiarity with web hosting software (IIS, Apache)

Job description

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.